Improving airline service quality is an important means to differentiate competitors and gain comparative competitive advantage in the airline industry. Improving airline service quality calls for an effective and practical measuring model and indicators to measure service quality reliably and accurately. Based on the literature review of airline service quality, this paper constructs the concept model on perceived airline service quality, finds six internal dimensions of airline service quality and the differentiation of its intrinsic dimensions at three levels.
鱼文英, 李京勋. 航空服务质量概念模型与实证分析[J]. 北京航空航天大学学报（社会科学版）, 2011, 24(3): 78-82.
Yu Wenying, Li Jingxun. An Empirical Study of Airline Service Quality Model and Its Measurement. JOURNAL OF BEIJING UNIVERSITY OF AERONAUTICS AND A, 2011, 24(3): 78-82.