دانلود رایگان مقاله لاتین ریسک کیفیت برای خدمات خطوط هوایی از سایت الزویر
عنوان فارسی مقاله:
مدل ارزیابی ریسک کیفیت برای خدمات خطوط هوایی مربوط به خطوط هوایی تایوانی
عنوان انگلیسی مقاله:
Quality risk assessment model for airline services concerning Taiwanese airlines
سال انتشار : 2016
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بخشی از مقاله انگلیسی:
2. Literature review
2.1. Airline service quality Many scholars have treated service quality as a subjective customer perception (Levitt, 1984; Wakefield, 2001). Parasuraman et al. (1985) defined service quality as the gap between customer expectations and perceptions of the service received. Many researchers have examined various dimensions of service quality (Dabholkar et al., 1996; Juran, 1974; Lehtinet and Lehtinen, 1982; Sasser et al., 1978). The five dimensions of the SERVQUAL model are tangible, assurance, reliability, responsiveness, and responsiveness (Parasuraman et al., 1988). This model is widely used for measuring service quality in different service industries (Landrum et al., 2008; Quader, 2009; Tate and Evermann, 2010; Turner et al., 2010; Zaimrr et al., 2010). Brady and Cronin (2001) identi- fied a multidimensional, hierarchical model with three primary dimensions of service quality (interaction, environment, and outcome) and nine subdimensions based on studies by Parasuraman et al. (1988), Rust and Oliver (1994), and Dabholka et al. (1994). Their model conflated multiple service quality conceptualizations into a single comprehensive multidimensional framework with a strong theoretical grounding. Certain studies that have addressed service quality topics in the airline industry have explored and measured service attributes, including studies by Robledo (2001), Park et al. (2004, 2006), Chen and Chang (2005), and An and Noh (2009). Rhoades and Waguespack Jr. (2008) reviewed the conceptual foundations for service quality as it applied to the airline industry, and used data from the Air Travel Consumer Report to investigate airline quality performance regarding such key indicators as on-time arrivals, customer complaints, denials of boarding, and occurrences of mishandled baggage to characterize trends in airline service performance over the last two decades. Saha and Theingi (2009) indicated that, regarding order of priority, the dimensions of service quality, in descending order, are flight schedules, flight attendants, tangibles, and ground staff. Curry and Gao (2012) examined relationships among service quality, service satisfaction, and customer loyalty in a budget airline. Tsaur et al. (2002), Nejati et al. (2009), and Torlak et al. (2011) have used the fuzzy or TOPSIS approach to assess airline performance. Although many studies have investigated airline services, few have examined quality risk in relation to airline services.
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کلمات کلیدی:
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