This Article Full Text (PDF) References Alert me when this article is cited Alert me if a correction is posted Services Email this article to a friend Similar articles in this journal Alert me to new issues of the journal Add to Saved Citations Download to citation manager Request Permissions Request Reprints Add to My Marked Citations Citing Articles Citing Articles via Google Scholar Citing Articles via Scopus Google Scholar Articles by Bowen, B. Articles by Lu, C.-T. Search for Related Content Social Bookmarking                         What's this?

Benchmarking Airline Service Performance

A Reference Point for Airline and Government Evaluation

University of Nebraska at Omaha

Dean E. Headley

Oklahoma State University

Chien-Tsung Lu

University of Nebraska at Omaha

The Airline Quality Rating (AQR) was first announced in the early 1990s as an objective mechanism of measuring airline service performance based on multiple selected criteria important to air travel consumers. Since then, AQR results have assisted the government in decision making and airlines in measuring service quality. Initially, annual AQR reports used weighted averages and monthly performance data in the areas of on-time arrivals, involuntary denied boardings, mishandled baggage and a combination category of customer complaints for which major airline comparative performances were reported. To further strengthen the significance of national AQR results, this article revisited AQR data sets and benchmarked four former reports. This article contains an introduction of benchmarking technique, AQR data collection and calculation, benchmarked results, and charts that help to track comparative service quality for major U.S. airlines’ domestic operations.

Key Words:

Public Works Management & Policy, Vol. 7, No. 3, 188-204 (2003)
DOI: 10.1177/1087724X02238855


CiteULike    Complore    Connotea    Del.icio.us    Digg    Reddit    Technorati    Twitter    What's this?