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Nicole Kalemba Fernando Campa-Planas Universitat Rovira i Virgili

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Presentation on theme: "Nicole Kalemba Fernando Campa-Planas Universitat Rovira i Virgili"— Presentation transcript:

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

2 1. INTRODUCTION Increasing passenger demand
ToSEE - Tourism in South East Europe 3rd International Scientific Conference Sustainable Tourism, Economic Development and Quality of Life University of Rijeka, Faculty of Tourism and Hospitality Management Opatija 2. QUALITY LR 3. QUALITY INDEXES 4. CONCLUSIONS 1. INTRODUCTION Increasing passenger demand Economic Deregulation 1978 USA LCC´s Airline Management Cost efficiency, competitive behaviour and profitability QUALITY

3 1. INTRODUCTION ToSEE - Tourism in South East Europe 3rd International Scientific Conference Sustainable Tourism, Economic Development and Quality of Life University of Rijeka, Faculty of Tourism and Hospitality Management Opatija 2. QUALITY LR 3. QUALITY INDEXES 4. CONCLUSIONS 2. MEASURING QUALITY IN THE AIR TRANSPORTATION INDUSTRY: LITERATURE REVIEW Service Quality 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 (1983) Two dimensions of quality: Functional and technical quality Gursoy et al. (2005) 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”

4 1. INTRODUCTION ToSEE - Tourism in South East Europe 3rd International Scientific Conference Sustainable Tourism, Economic Development and Quality of Life University of Rijeka, Faculty of Tourism and Hospitality Management Opatija 2. QUALITY LR 3. QUALITY INDEXES 4. CONCLUSIONS 2. MEASURING QUALITY IN THE AIR TRANSPORTATION INDUSTRY: LITERATURE REVIEW Procedure of literature review Keywords used: Quality Service quality Air Transportation Airlines Aviation Period considered: Database SCOPUS

5 1. INTRODUCTION ToSEE - Tourism in South East Europe 3rd International Scientific Conference Sustainable Tourism, Economic Development and Quality of Life University of Rijeka, Faculty of Tourism and Hospitality Management Opatija 2. QUALITY LR 3. QUALITY INDEXES 4. CONCLUSIONS 2. MEASURING QUALITY IN THE AIR TRANSPORTATION INDUSTRY: LITERATURE REVIEW ATTRIBUTES USED FOR MEASURING SERVICE QUALITY TOTAL Airlines Employees 7 Airport Service 1 Baggage Handling and delivery/Processing of luggage/Mishandled baggage 6 Gate location Punctuality (On-time performance/On-time arrival) 5 Check-in service/process Convenient Flight Schedule 4 Flight cancellation Seat comfort Denied Boardings In-Flight service 3 Ticket price Food Quality/Service Seat cleanliness In-Flight entertainment service Meal Service Airline Safety Airline image Realibility of service Language ability Handling of Customer Complaints and abnormal conditions (flight, reservations, ticketing, boarding, fares, refunds, customer service, advertising, FFP etc.) Overall service quality Frequent Flyer Program Passenger satisfaction Ground Service 2 Convenience of Service Reservation related service Assurance Flight availability Facilities On-board comfort/aircraft interior Post-flight service Beverage Quality/Service

6 3. QUALITY INDEXES IN AIRLINE TRANSPORTATION
1. INTRODUCTION ToSEE - Tourism in South East Europe 3rd International Scientific Conference Sustainable Tourism, Economic Development and Quality of Life University of Rijeka, Faculty of Tourism and Hospitality Management Opatija 2. QUALITY LR 3. QUALITY INDEXES 4. CONCLUSIONS 3. QUALITY INDEXES IN AIRLINE TRANSPORTATION SERVQUAL model SERVQUAL Reliability Tangibility Empathy Responsiveness Assurance

7 Ability to perform the promised service dependably and accurately
1. INTRODUCTION ToSEE - Tourism in South East Europe 3rd International Scientific Conference Sustainable Tourism, Economic Development and Quality of Life University of Rijeka, Faculty of Tourism and Hospitality Management Opatija 2. QUALITY LR 3. QUALITY INDEXES 4. CONCLUSIONS 3. QUALITY INDEXES IN AIRLINE TRANSPORTATION Ability to perform the promised service dependably and accurately SERVQUAL model SERVQUAL Reliability Tangibility Empathy Responsiveness Assurance

8 Knowledge and ability of employees to inspire trust and confidence
1. INTRODUCTION ToSEE - Tourism in South East Europe 3rd International Scientific Conference Sustainable Tourism, Economic Development and Quality of Life University of Rijeka, Faculty of Tourism and Hospitality Management Opatija 2. QUALITY LR 3. QUALITY INDEXES 4. CONCLUSIONS 3. QUALITY INDEXES IN AIRLINE TRANSPORTATION SERVQUAL model SERVQUAL Reliability Tangibility Empathy Responsiveness Assurance Knowledge and ability of employees to inspire trust and confidence

9 Willingness to help customers providing prompt service
1. INTRODUCTION ToSEE - Tourism in South East Europe 3rd International Scientific Conference Sustainable Tourism, Economic Development and Quality of Life University of Rijeka, Faculty of Tourism and Hospitality Management Opatija 2. QUALITY LR 3. QUALITY INDEXES 4. CONCLUSIONS 3. QUALITY INDEXES IN AIRLINE TRANSPORTATION SERVQUAL model SERVQUAL Reliability Tangibility Empathy Responsiveness Assurance Willingness to help customers providing prompt service

10 Individualized attention provided to customers
1. INTRODUCTION ToSEE - Tourism in South East Europe 3rd International Scientific Conference Sustainable Tourism, Economic Development and Quality of Life University of Rijeka, Faculty of Tourism and Hospitality Management Opatija 2. QUALITY LR 3. QUALITY INDEXES 4. CONCLUSIONS 3. QUALITY INDEXES IN AIRLINE TRANSPORTATION SERVQUAL model SERVQUAL Reliability Tangibility Empathy Responsiveness Assurance Individualized attention provided to customers

11 Physical facilities, equipment and appearance of personnel
1. INTRODUCTION ToSEE - Tourism in South East Europe 3rd International Scientific Conference Sustainable Tourism, Economic Development and Quality of Life University of Rijeka, Faculty of Tourism and Hospitality Management Opatija 2. QUALITY LR 3. QUALITY INDEXES 4. CONCLUSIONS 3. QUALITY INDEXES IN AIRLINE TRANSPORTATION SERVQUAL model SERVQUAL Reliability Tangibility Empathy Responsiveness Assurance Physical facilities, equipment and appearance of personnel

12 3. QUALITY INDEXES IN AIRLINE TRANSPORTATION
1. INTRODUCTION ToSEE - Tourism in South East Europe 3rd International Scientific Conference Sustainable Tourism, Economic Development and Quality of Life University of Rijeka, Faculty of Tourism and Hospitality Management Opatija 2. QUALITY LR 3. QUALITY INDEXES 4. CONCLUSIONS 3. QUALITY INDEXES IN AIRLINE TRANSPORTATION Publicly available indexes related to the airline industry in the United States INDEXES American Customer Satisfaction Index (ACSI) Wichitas airline quality rating (AQR) J.D. Power airline satisfaction index Net Promoter Score (NPS)

13 3. QUALITY INDEXES IN AIRLINE TRANSPORTATION
1. INTRODUCTION ToSEE - Tourism in South East Europe 3rd International Scientific Conference Sustainable Tourism, Economic Development and Quality of Life University of Rijeka, Faculty of Tourism and Hospitality Management Opatija 2. QUALITY LR 3. QUALITY INDEXES 4. CONCLUSIONS 3. QUALITY INDEXES IN AIRLINE TRANSPORTATION Publicly available indexes related to the airline industry in the United States INDEXES American Customer Satisfaction Index (ACSI) Wichitas airline quality rating (AQR) J.D. Power airline satisfaction index Net Promoter Score (NPS)

14 3. QUALITY INDEXES IN AIRLINE TRANSPORTATION
1. INTRODUCTION ToSEE - Tourism in South East Europe 3rd International Scientific Conference Sustainable Tourism, Economic Development and Quality of Life University of Rijeka, Faculty of Tourism and Hospitality Management Opatija 2. QUALITY LR 3. QUALITY INDEXES 4. CONCLUSIONS 3. QUALITY INDEXES IN AIRLINE TRANSPORTATION Publicly available indexes related to the airline industry in the United States INDEXES American Customer Satisfaction Index (ACSI) Wichitas airline quality rating (AQR) J.D. Power airline satisfaction index Net Promoter Score (NPS)

15 3. QUALITY INDEXES IN AIRLINE TRANSPORTATION
1. INTRODUCTION ToSEE - Tourism in South East Europe 3rd International Scientific Conference Sustainable Tourism, Economic Development and Quality of Life University of Rijeka, Faculty of Tourism and Hospitality Management Opatija 2. QUALITY LR 3. QUALITY INDEXES 4. CONCLUSIONS 3. QUALITY INDEXES IN AIRLINE TRANSPORTATION Publicly available indexes related to the airline industry in the United States INDEXES American Customer Satisfaction Index (ACSI) Wichitas airline quality rating (AQR) J.D. Power airline satisfaction index Net Promoter Score (NPS)

16 3. QUALITY INDEXES IN AIRLINE TRANSPORTATION
1. INTRODUCTION ToSEE - Tourism in South East Europe 3rd International Scientific Conference Sustainable Tourism, Economic Development and Quality of Life University of Rijeka, Faculty of Tourism and Hospitality Management Opatija 2. QUALITY LR 3. QUALITY INDEXES 4. CONCLUSIONS 3. QUALITY INDEXES IN AIRLINE TRANSPORTATION Publicly available indexes related to the airline industry in the United States INDEXES American Customer Satisfaction Index (ACSI) Wichitas airline quality rating (AQR) J.D. Power airline satisfaction index Net Promoter Score (NPS)

17 TOTAL number literature review TOTAL number quality indexes
1. INTRODUCTION ToSEE - Tourism in South East Europe 3rd International Scientific Conference Sustainable Tourism, Economic Development and Quality of Life University of Rijeka, Faculty of Tourism and Hospitality Management Opatija 2. QUALITY LR 3. QUALITY INDEXES 4. CONCLUSIONS 3. QUALITY INDEXES IN AIRLINE TRANSPORTATION ATTRIBUTES USED FOR MEASURING SERVICE QUALITY TOTAL 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 Punctuality (On-time performance/On-time arrival) 5 Check-in service/process Convenient Flight Schedule 4 Flight cancellation Seat comfort Denied Boardings In-Flight service Ticket price Food Quality/Service Seat cleanliness In-Flight entertainment service Meal Service Airline Safety Airline image Realibility of service Language ability Handling of Customer Complaints and abnormal conditions (flight, reservations, ticketing, boarding, fares, refunds, customer service, advertising, FFP etc.) Overall service quality Frequent Flyer Program Passenger satisfaction Ground Service Convenience of Service Reservation related service Assurance Flight availability Facilities On-board comfort/aircraft interior Post-flight service Beverage Quality/Service

18 Differentiation from competitors Passenger satisfaction
1. INTRODUCTION ToSEE - Tourism in South East Europe 3rd International Scientific Conference Sustainable Tourism, Economic Development and Quality of Life University of Rijeka, Faculty of Tourism and Hospitality Management Opatija 2. QUALITY LR 3. QUALITY INDEXES 4. CONCLUSIONS 4. CONCLUSIONS CHALLENGES Differentiation from competitors Power of customers Passenger satisfaction Future research: Use of additional public available indexes related to quality in the airline industry Methodology New approach of analysis

19 Thank you for your attention!
Nicole Kalemba Fernando Campa-Planas Universitat Rovira i Virgili

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