An Empirical Study of Airline Service Quality Model and Its Measurement

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.