Service Quality in the US Airline Industry

by Kunsoon Park (Department of Hospitality and Tourism Management, Virginia Polytechnic Institute and State University), & Nuttapon Punpugdee

Abstract:
This study examined the service quality of US airlines for the period 1993-2002 using data from the Department of Transportation’s Air Travel Consumer Report. The results indicate that there has been an increase of consumer complaints in US airline industry. In other words, the overall level of service quality has been declined. However, there has been improvement in the service quality of the industry overall over the last couple of years.