TOWARD MANAGEMENT OF TRANSPORTATION SERVICE QUALITY

Abstract

This study examines service quality in the U.S. domestic passenger airline industry as measured by the total transportation service offering. This concept consists of core services such as flight activities, peripheral services such as ground support, and the service delivery environment itself. The results of four separate multiple regression analyses suggest that all elements of the total transportation service offering impact both perceived and actual service quality. Additionally, service quality efforts and expenditures can be specifically targeted and focused for particular service quality objectives. Finally, forward planning appears best for core services over longer decision horizons while feedback-type planning seems best for peripheral services over shorter contemporaneous decision horizons.