Measuring customer expectations of service quality: case airline industry

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dc.contributor Aalto University en
dc.contributor Aalto-yliopisto fi
dc.contributor.author Tolpa, Ekaterina
dc.date.accessioned 2012-07-03T09:21:06Z
dc.date.available 2012-07-03T09:21:06Z
dc.date.issued 2012
dc.identifier.uri https://aaltodoc.aalto.fi/handle/123456789/3904
dc.description.abstract Objectives of the Study The first theoretical objective of this study is to discuss the concept of service quality and find out the different approaches to measure service quality. The second objective is to define a process model for measuring service quality in air transportation based on literature review. Empirical objectives are to test the process model on selected customer group. Then, the results are used to investigate what services customers consider as the cornerstones of their flight experience, and if there are any differences in service quality preferences between respondent groups (such as male/female travelers, as well as business/leisure travelers). Academic background and methodology This study provides an overview of the services and service quality literature, taking airline industry as a subject for a case study. Airline industry is reviewed as well, and the importance of services, new service development as well as service quality is discussed. The academic literature is used to build up a service process model, which is tested to find out most important service quality attributes for the customers. A survey is chosen as a primary method of data collection. The target group includes young professionals with completed or about to be completed university education. Findings and conclusions The research concluded that the customers value basic services in service process such as information on tickets and flight schedule, communication in case of flight delay as well as no delays in baggage delivery. No significant differences were found between male and female passengers, expect for one case: male respondents evaluated employees’ appearance and attitude as more important compared to female respondents. Finally, from close correlations between some of the attributes, the conclusion can be made that the respondents do not differentiate between in-flight or ground services, and view the air travel experience as a whole. en
dc.format.extent 95
dc.format.mimetype application/pdf en
dc.language.iso en en
dc.title Measuring customer expectations of service quality: case airline industry en
dc.type G2 Pro gradu, diplomityö fi
dc.contributor.school Kauppakorkeakoulu fi
dc.contributor.school School of Economics en
dc.contributor.department Department of Information and Service Economy en
dc.contributor.department Tieto- ja palvelutalouden laitos fi
dc.subject.keyword services
dc.subject.keyword service quality
dc.subject.keyword airline industry
dc.subject.keyword processes
dc.identifier.urn URN:NBN:fi:aalto-201305163234
dc.type.dcmitype text en
dc.programme.major Logistics en
dc.programme.major Logistiikka fi
dc.type.ontasot Master's thesis en
dc.type.ontasot Pro gradu tutkielma fi
dc.subject.helecon logistiikka
dc.subject.helecon logistics
dc.subject.helecon palvelut
dc.subject.helecon service
dc.subject.helecon laatu
dc.subject.helecon quality
dc.subject.helecon asiakkaat
dc.subject.helecon customers
dc.subject.helecon tyytyväisyys
dc.subject.helecon satisfaction
dc.subject.helecon lentoyhtiöt
dc.subject.helecon airlines
dc.ethesisid 12898
dc.date.dateaccepted 2012-06-08
dc.location P1 I


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