Evaluating the service quality of major air carriers: a DEA approach Online publication date: Thu, 04-Nov-2010
by Juan Carlos Martin, Concepcion Roman
International Journal of Applied Management Science (IJAMS), Vol. 2, No. 4, 2010
Abstract: Consumers suffer from important information asymmetries with respect to safety quality, being the case that when a passenger boards a plane she does not know whether she is choosing a safe or risky airline. However, service quality is more directly perceived by passengers. In this paper, we apply data envelopment analysis (DEA) methodology to synthesise some partial indicators of safety and service quality. We measure these quality variables by using 11 complementary indicators: three corresponding to the safety dimension and eight to the service dimension. The relative performance of each airline is discussed according to the results of these partial indicators, and DEA methodology is used to obtain a better understanding of the overall picture of safety and service quality. As consumers are usually better informed about the service quality of airlines, we will study the interrelationship between these two sides of global quality, trying to anticipate if some of the misinformation regarding air transport safety could be reduced.
Existing subscribers:
Go to Inderscience Online Journals to access the Full Text of this article.
If you are not a subscriber and you just want to read the full contents of this article, buy online access here.Complimentary Subscribers, Editors or Members of the Editorial Board of the International Journal of Applied Management Science (IJAMS):
Login with your Inderscience username and password:
Want to subscribe?
A subscription gives you complete access to all articles in the current issue, as well as to all articles in the previous three years (where applicable). See our Orders page to subscribe.
If you still need assistance, please email subs@inderscience.com
Our Blog 
Follow us on Twitter 
Visit us on Facebook