Engineering Commons^™

Longitudinal Analysis Of Perceived And Objective Airline Performance Quality, Kaetlyn Blocker, Javad Gorjidooz

Student Works

Commercial air carrier performance is a multivariable function, uniquely and substantially impacted by passenger's perception of negative employee behavior. High industry visibility, coupled with exponential social media growth, has provided the incredible potential to either widen or narrow the perception-performance gap. The present research conducts a rare longitudinal evaluation of objective airline performance quality in contrast with consumer perceptions of perceived airline performance and the dynamic changes occurring therein. Additionally, the implications regarding air carriers facing both objective and perceived performance challenges, as well as implications for the industry as a whole, are discussed. Utilizing nearly 30 years of objective …