Author, as appears in the article.: Kalemba N; Campa-Planas F; Hernández-Lara A; Sánchez-Rebull M

Department: Gestió d'Empreses

URV's Author/s: Campa Planas, Fernando / Hernandez Lara, Ana Beatriz / KALEMBA, NICOLE / Sánchez Rebull, María Victoria

Keywords: Service quality Quality Key performance indicators Economic performance Airlines Air transportation

Abstract: © 2017 Vilnius Gediminas Technical University (VGTU) Press. The purpose of this paper is to determine the effects of service quality on US airlines’ economic performance. In order to cover this goal, four quality indexes related to the airline industry, and two economic performance indicators, revenues and return on investment (ROI), have been considered. Data from American airline companies from 2006 to 2013 have been used to determine if airlines’ profitability increases when service quality improves. Considering the effects on airlines’ profitability, the results confirm the positive and significant influence of service quality on the ROI of the US airline companies. A non-significant effect was found for airline revenues in relation to quality. No previous research in this area has been done so these findings could encourage airline companies to invest in quality, since this policy can have a positive return on their profitability.

Thematic Areas: Engineering, aerospace Ciencias sociales Aerospace engineering

licence for use: https://creativecommons.org/licenses/by/3.0/es/

ISSN: 16487788

Author's mail: anabeatriz.hernandez@urv.cat fernando.campa@urv.cat mariavictoria.sanchez@urv.cat

Author identifier: 0000-0002-8110-9328 0000-0001-7175-6698 0000-0003-0326-5699 0000-0002-9920-4104

Record's date: 2023-06-09

Papper version: info:eu-repo/semantics/publishedVersion

Link to the original source: https://journals.vgtu.lt/index.php/Aviation/article/view/363

Licence document URL: http://repositori.urv.cat/ca/proteccio-de-dades/

Papper original source: Aviation. 21 (3): 102-110

APA: Kalemba N; Campa-Planas F; Hernández-Lara A; Sánchez-Rebull M (2017). Service quality and economic performance in the US airline business. Aviation, 21(3), 102-110. DOI: 10.3846/16487788.2017.1378266

Article's DOI: 10.3846/16487788.2017.1378266

Entity: Universitat Rovira i Virgili

Journal publication year: 2017

Publication Type: Journal Publications