Abstract
This paper reviews different major service quality concept and models which led to great developments in evaluating service quality with focusing on improvement process of the models through discussing criticisms of each model. Criticisms against these models are discussed to clarify development steps of newer models which led to the improvement of airline service quality models. The precise and accurate evaluation of service quality needs utilizing a reliable concept with comprehensive criteria and effective measurement techniques as the fundamentals of a valuable framework. In this paper, service quality models improvement is described based on three major service quality concepts, the disconfirmation, performance and hierarchical concepts which are developed subsequently. Reviewing various criteria and different measurement techniques such a statistical analysis and multi-criteria decision making assist researchers to have a clear understanding of the development of the evaluation framework in the airline industry. This study aims at promoting reliable frameworks for evaluating airline service quality in different countries and societies due to economic, cultural and social aspects of each society.
Highlights
In today's competitive environment, delivering desirable service quality is vital for the airlines' survival, competitiveness, profitability and sustained growth
Airlines need ways to keep essential service items and minimize efforts spent on less important service items while still maintaining passenger perceptions of airline service quality (Liou, Hsu, Yeh and Lin, 2011)
In this paper service quality models with criticism of each model are described to demonstrate the roadmap of service quality improvement and make it more clear how service quality evaluation models are developed
Summary
Management and Sustainability, 2 (2), 2017 assists in retaining existing passengers and enticing passengers from other airlines. In this rivalry, airlines need ways to keep essential service items and minimize efforts spent on less important service items while still maintaining passenger perceptions of airline service quality (Liou, Hsu, Yeh and Lin, 2011). Chang and Yeh (2002) state that it is difficult to describe and measure airline service quality due to its heterogeneity, intangibility, and inseparability. They believe only customers can truly define service quality in the airline industry
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