Chapter 14: Transportation Studies

Title: Airline alliance service quality performance: an analysis of US and EU member airlines

Reference: WORLD SUSTAINABLE DEVELOPMENT OUTLOOK 2006 pp. 430 - 439

Abstract/Summary: The objective of the research is to analyse levels of reported customer service quality for US and EU members of the main airline alliances – One World, Skyteam and Star. Membership of international alliances is a key component of business strategy and a means of differentiating member airlines from low cost competitors in terms of quality. US published data on key elements of service quality has been reported in the Air Travel Consumer Report since 1987. In recent years the Association of European Airlines has produced a Consumer Report detailing punctuality and missing baggage statistics for 26 of its member airlines in the EU. The purpose of this study is to use this data to analyse and compare levels of customer service quality within alliances across these dimensions from 2003–2005. Reasons for some of the apparent differences and similarities are explored along with suggestions for future research in the area.

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