Evaluating service quality and productivity in the regional airline industry

Abstract

This article examines productivity and quality issues in the regional airline industry in the U.S. These issues are particularly important for several reasons: First, the growing importance for several reasons: First, the growing importance of regional airlines is a critical component of the nation's transportation system. Two major trends serve to illustrate this importance: (1) rapid growth in regional airline passenger traffic, which is expected to double over the next decade to over 71 million passengers in 2001, and (2) the increasing integration of regional airlines with major and national airlines.