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Airline Quality Rating Report

1991

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Airline Quality Rating 1991, Brent D. Bowen, Dean E. Headley, Jacqueline R. Luedtke Apr 1991

Airline Quality Rating 1991, Brent D. Bowen, Dean E. Headley, Jacqueline R. Luedtke

Airline Quality Rating Report

In today's competitive airline industry, it's crucial that an airline do all it can to attract and retain customers. One of the best ways to do this is by offering a quality service to consumers. Perceptions of service quality vary from person to person, but an enduring element of service quality is the consistent achievement of customer satisfaction. The satisfying of customer service needs keeps them loyal and helps establish a base for new customers.

An Airline Quality Rating scale is proposed that assesses the quality of the U.S. major airlines using comparable, objective, quanitifiable, periodically published data that addresses …