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Perceptions of Airline Service Quality

Pre and Post 9/11

University of Colorado at Denver

Clifford E. Young

University of Colorado at Denver

Moonkyu Lee

Yonsei University

Marketing managers must be always alert to some kind of brand crisis that can occur unexpectedly. The September 11 terrorist attack dramatically changed the business environment in the United States and elsewhere and had the most pro-found impact on the American airline industry. This article reports the results of a series of longitudinal surveys on consumer perceptions of airline service quality, risks associated with air travel, and satisfaction with airlines before and after the 9/11 crisis. The results show that although the number of trips declined over the course of the research, passengers’ overall satisfaction with the airline industry, airline satisfaction, and intention to repatronize their airline generally did not change in a statistically significant manner. The implications of the results are discussed from a brand management perspective.

Key Words: service quality • satisfaction • negative impacts • airline services • 9/11 impact

Public Works Management & Policy, Vol. 9, No. 1, 10-25 (2004)
DOI: 10.1177/1087724X04265135


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