Articles producció científica> Gestió d'Empreses

Service quality and economic performance in the US airline business

  • Datos identificativos

    Identificador: imarina:6389264
    Handle: https://hdl.handle.net/20.500.11797/imarina6389264
    Autores:
    Kalemba NCampa-Planas FHernández-Lara ASánchez-Rebull M
    Resumen:
    © 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.

  • Otros:

    Autor según el artículo: Kalemba N; Campa-Planas F; Hernández-Lara A; Sánchez-Rebull M
    Departamento: Gestió d'Empreses
    Autor/es de la URV: Campa Planas, Fernando / Hernandez Lara, Ana Beatriz / KALEMBA, NICOLE / Sánchez Rebull, María Victoria
    Palabras clave: Service quality Quality Key performance indicators Economic performance Airlines Air transportation
    Resumen: © 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.
    Áreas temáticas: Engineering, aerospace Ciencias sociales Aerospace engineering
    Acceso a la licencia de uso: https://creativecommons.org/licenses/by/3.0/es/
    ISSN: 16487788
    Direcció de correo del autor: anabeatriz.hernandez@urv.cat fernando.campa@urv.cat mariavictoria.sanchez@urv.cat
    Identificador del autor: 0000-0002-8110-9328 0000-0001-7175-6698 0000-0003-0326-5699 0000-0002-9920-4104
    Fecha de alta del registro: 2023-06-09
    Versión del articulo depositado: info:eu-repo/semantics/publishedVersion
    Referencia al articulo segun fuente origial: Aviation. 21 (3): 102-110
    Referencia de l'ítem segons les normes 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
    URL Documento de licencia: https://repositori.urv.cat/ca/proteccio-de-dades/
    Entidad: Universitat Rovira i Virgili
    Año de publicación de la revista: 2017
    Tipo de publicación: Journal Publications

  • Palabras clave:

    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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