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Service Quality Model Customer’s Name Customer’s Grade Course Tutor’s Name 16th October 2011 Background and Introduction This paper is a review of six articles whose focus is on service quality in airline companies. The articles bring out a number of factors that relate to service quality and that include competition, operational and financial features.


The focus in the third article is on performance variance among different airlines. The fourth conducts a multivariate analysis to assess the relationship between an airline’s financial and operating characteristics and the service quality. In the fifth study, the service quality is assessed on the basis of the Analytic Hierarchy Process which involves the evaluation and comparison of service quality among different companies. The sixth study looks at how competition can determine service quality by looking at the connection between market concentration and the delay of flights. The Scope and Objectives In the first article, the authors present an analysis of the underlying dimensions of service quality for low cost carriers. The study also seeks to determine the relationships between the aspect of service quality and the satisfaction of the passengers on the airlines services (Asbudin, 2010). The investigations of Park, Robertson and Wu (2005) were centered on the effects of airline service quality on its image and passengers’ future behavioral intentions in the Australian International Air. Thereafter, another study by Rhoades and Waguespack (2000) dwelt on service quality in the U.S. Airline industry. ...
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