MEASURING QUALITY IN THE AIRLINE INDUSTRY: A CHALLENGE FOR AIRLINE COMPANIES Nicole Kalemba Fernando Campa-Planas Universitat Rovira i Virgili.

MEASURING QUALITY IN THE AIRLINE INDUSTRY:

A CHALLENGE FOR AIRLINE COMPANIES

Nicole KalembaFernando Campa-Planas Universitat Rovira i Virgili

ToSEE - Tourism in South East Europe 3rd International Scientific Conference Sustainable Tourism, Economic Development and Quality of LifeUniversity of Rijeka, Faculty of Tourism and Hospitality Management Opatija

1. INTRODUCTION

2. QUALITY LR

3. QUALITY INDEXES

4. CONCLUSIONS

1. INTRODUCTION

Economic Deregulation

1978 USA

Cost efficiency, competitive

behaviour and profitability

Airline Management

Increasing passenger demand

LCC´s

QUALITY


1. INTRODUCTION

• Service Quality

2. QUALITY LR

3. QUALITY INDEXES

4. CONCLUSIONS

2. MEASURING QUALITY IN THE AIR TRANSPORTATION INDUSTRY: LITERATURE REVIEW

Parasuraman et al.,

1985

• “The degree of discrepancy between customers’ normative expectations about a service and their perceptions of service performance”

Crosby

(1979)

• Quality seen as “conformance to requirements“

Grönroos (198

3)

• Two dimensions of quality: Functional and technical quality

Gursoy et

al. (200

5)

• In the Air Transportation sector ”service quality is a composite of various interactions between customers and airlines, with employees seeking to influence customers´perceptions and the image of the carriers”


1. INTRODUCTION

• Procedure of literature review

2. QUALITY LR

3. QUALITY INDEXES

4. CONCLUSIONS


DatabaseSCOPUS

Period considered: 1997-2014

Keywords used:- Quality- Service quality- Air Transportation- Airlines- Aviation


1. INTRODUCTION

2. QUALITY LR

3. QUALITY INDEXES

4. CONCLUSIONS


ATTRIBUTES USED FOR MEASURING SERVICE QUALITY TOTAL ATTRIBUTES USED FOR MEASURING SERVICE QUALITY TOTALAirlines Employees 7 Airport Service 1Baggage Handling and delivery/Processing of luggage/Mishandled baggage 6 Gate location 1

Punctuality (On-time performance/On-time arrival) 5 Check-in service/process 1Convenient Flight Schedule 4 Flight cancellation 1Seat comfort 4 Denied Boardings 1In-Flight service 3 Ticket price 1Food Quality/Service 3 Seat cleanliness 1In-Flight entertainment service 3 Meal Service 1Airline Safety 3 Airline image 1Realibility of service 3 Language ability 1

Handling of Customer Complaints and abnormal conditions (flight, reservations, ticketing, boarding, fares, refunds, customer service, advertising, FFP etc.)

3 Overall service quality 1

Frequent Flyer Program 3 Passenger satisfaction 1Ground Service 2 Convenience of Service 1Reservation related service 2 Assurance 1Flight availability 2 Facilities 1On-board comfort/aircraft interior 2 Post-flight service 1Beverage Quality/Service 2


1. INTRODUCTION

• SERVQUAL model

2. QUALITY LR

3. QUALITY INDEXES

4. CONCLUSIONS

3. QUALITY INDEXES IN AIRLINE TRANSPORTATION

SERVQUAL

Reliability

Tangibility

EmpathyResponsiveness

Assurance


1. INTRODUCTION

• SERVQUAL model

2. QUALITY LR

3. QUALITY INDEXES

4. CONCLUSIONS


SERVQUAL

Ability to perform the promised service dependably and

accurately


1. INTRODUCTION

• SERVQUAL model

2. QUALITY LR

3. QUALITY INDEXES

4. CONCLUSIONS


SERVQUAL

Knowledge and ability of

employees to inspire trust and

confidence


1. INTRODUCTION

• SERVQUAL model

2. QUALITY LR

3. QUALITY INDEXES

4. CONCLUSIONS


SERVQUAL

Willingness to help customers providing

prompt service


1. INTRODUCTION

• SERVQUAL model

2. QUALITY LR

3. QUALITY INDEXES

4. CONCLUSIONS


SERVQUAL

Individualized attention provided to

customers


1. INTRODUCTION

• SERVQUAL model

2. QUALITY LR

3. QUALITY INDEXES

4. CONCLUSIONS


SERVQUAL

Physical facilities, equipment and appearance of

personnel


1. INTRODUCTION

• Publicly available indexes related to the airline industry in the United States

2. QUALITY LR

3. QUALITY INDEXES

4. CONCLUSIONS


American Customer Satisfaction Index (ACSI)

J.D. Power airline satisfaction index

Net Promoter Score (NPS)

INDEXES


1. INTRODUCTION


2. QUALITY LR

3. QUALITY INDEXES

4. CONCLUSIONS





INDEXES


1. INTRODUCTION


2. QUALITY LR

3. QUALITY INDEXES

4. CONCLUSIONS





INDEXES


1. INTRODUCTION


2. QUALITY LR

3. QUALITY INDEXES

4. CONCLUSIONS





INDEXES


1. INTRODUCTION


2. QUALITY LR

3. QUALITY INDEXES

4. CONCLUSIONS





INDEXES


1. INTRODUCTION

2. QUALITY LR

3. QUALITY INDEXES

4. CONCLUSIONS


ATTRIBUTES USED FOR MEASURING SERVICE QUALITYTOTAL

number literature

review

TOTAL number quality indexes

ATTRIBUTES USED FOR MEASURING SERVICE QUALITYTOTAL

number literature

review

TOTAL number quality indexes

Airlines Employees 7 2 Airport Service 1 -

Baggage Handling and delivery/Processing of luggage/Mishandled baggage 6 3 Gate location 1 -

Punctuality (On-time performance/On-time arrival) 5 2 Check-in service/process 1 2Convenient Flight Schedule 4 1 Flight cancellation 1 -Seat comfort 4 1 Denied Boardings 1 1In-Flight service 3 2 Ticket price 1 -Food Quality/Service 3 - Seat cleanliness 1 -In-Flight entertainment service 3 - Meal Service 1 -Airline Safety 3 - Airline image 1 -Realibility of service 3 - Language ability 1 -

Handling of Customer Complaints and abnormal conditions (flight, reservations, ticketing, boarding, fares, refunds, customer service, advertising, FFP etc.)

3 1 Overall service quality 1 -

Frequent Flyer Program 3 1 Passenger satisfaction 1 4Ground Service 2 1 Convenience of Service 1 -Reservation related service 2 2 Assurance 1 -Flight availability 2 - Facilities 1 -On-board comfort/aircraft interior 2 - Post-flight service 1 -Beverage Quality/Service 2 -


1. INTRODUCTION

2. QUALITY LR

3. QUALITY INDEXES

4. CONCLUSIONS

4. CONCLUSIONS

Future research: - Use of additional public available indexes related to quality in the airline

industry- Methodology- New approach of analysis

Differentiation from

competitorsCHALLENGES Power of

customersPassenger

satisfaction

Thank you for your attention!

Nicole KalembaE-mail: [email protected] Campa-PlanasE-mail: [email protected] Rovira i Virgili

MEASURING QUALITY IN THE AIRLINE INDUSTRY: A CHALLENGE FOR AIRLINE COMPANIES Nicole Kalemba Fernando Campa-Planas Universitat Rovira i Virgili.

Documents

measuring quality

quality lr

quality indexes

introduction service

dimensions of quality

technical quality gursoy

tosee tourism

faculty of tourism