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

Enlace a la fuente original: https://journals.vgtu.lt/index.php/Aviation/article/view/363

URL Documento de licencia: http://repositori.urv.cat/ca/proteccio-de-dades/

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

DOI del artículo: 10.3846/16487788.2017.1378266

Entidad: Universitat Rovira i Virgili

Año de publicación de la revista: 2017

Tipo de publicación: Journal Publications