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Article
Development of a Model of Airline Consumer Satisfaction
Aviation Technology Faculty and Staff Publications
  • Erin E. Bowen, Purdue University
  • Brent D. Bowen
  • Dean E. Headley, Wichita State University
Abstract
Previous research on perceptions, satisfaction, and attitudes regarding the major commercial air carriers in the United States has provided little more than an interesting descriptive “snapshot” of the average air traveler. Building upon 20 years of work with the National Airline Quality Rating, the present study attempts to move beyond basic descriptive information of air travelers to identify attitudinal patterns and relationships in the way consumers at varying levels of travel frequency view the commercial air industry. Development of such a model allows key players the ability to improve their understanding of the prime drivers and perceptions of passenger behavior. The modeling of attitudinal patterns and perceptions plays an important role in determining the need and priority, and potential consequences of such action. This study will exemplify the connectivity between subjective measures as reported by the survey respondents, and the formula driven weighted average that constitutes the Airline Quality Rating.
Keywords
  • Airline Passenger Survey,
  • customer complaints,
  • performance measures,
  • DOT,
  • airline improvement
Date of this Version
2-27-2013
Disciplines
Citation Information
Erin E. Bowen, Brent D. Bowen and Dean E. Headley. "Development of a Model of Airline Consumer Satisfaction" (2013)
Available at: http://works.bepress.com/erinbowen/5/