TY  - JOUR
AB  - The pressures driving successful organisations toward top quality services make the measurement of service quality and its subsequent management of overall importance. The study compares four different methods for measuring service quality within an airline setting. Six instruments are used to measure the service quality of three international airline companies. The validity and reliability of the six different models is examined: it is concluded that unweighted SERVPEX methods are superior to the others. The dimensionality of quality in airlines is explored and three factors appear as determinants: tangibility, reliability, and customer care. The author states that understanding customer expectations is a prerequisite for delivering superior service, since customers evaluate service quality by comparing their perceptions of the service with their expectations. As a result, a model to manage expectations is proposed. A set of research directions is offered.
VL  - 11
IS  - 1
SN  - 0960-4529
DO  - 10.1108/09604520110379472
UR  - https://doi.org/10.1108/09604520110379472
AU  - Robledo Marco Antonio
PY  - 2001
Y1  - 2001/01/01
TI  - Measuring and managing service quality: integrating customer expectations
T2  - Managing Service Quality: An International Journal
PB  - MCB UP Ltd
SP  - 22
EP  - 31
Y2  - 2024/04/25
ER  -