Articles producció científica> Gestió d'Empreses

Service quality and economic performance in the US airline business

  • Identification data

    Identifier: imarina:6389264
    Handle: https://hdl.handle.net/20.500.11797/imarina6389264
    Authors:
    Kalemba NCampa-Planas FHernández-Lara ASánchez-Rebull M
    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.

  • Others:

    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
    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
    Licence document URL: https://repositori.urv.cat/ca/proteccio-de-dades/
    Entity: Universitat Rovira i Virgili
    Journal publication year: 2017
    Publication Type: Journal Publications

  • Keywords:

    Aerospace Engineering,Engineering, Aerospace
    Service quality
    Quality
    Key performance indicators
    Economic performance
    Airlines
    Air transportation
    Engineering, aerospace
    Ciencias sociales
    Aerospace engineering

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