Service Gap in Airline Industry
Measuring Customer Expectations of Service Quality: case Airline Industry
Logistics Master 's thesis Ekaterina Tolpa 2012
Department of Information and Service Economy Aalto University School of Economics
Measuring Customer Expectations of Service Quality: case Airline Industry
Master’s Thesis Ekaterina Tolpa 06.06.2012 Information and Service Management
Approved in the Department of Information and Service Economy _____________ and awarded the grade _______________
_________________________________________ _____________ Markku Kuula Markku Tinnilä
AALTO UNIVERSITY SCHOOL OF ECONOMICS Department of Information and Service Economy Master’s thesis Ekaterina Tolpa
ABSTRACT 06.06.2012
ABSTRACT
Objectives of the Study The first theoretical objective of this study is to discuss the concept of service quality and find out the different approaches to measure service quality. The second objective is to define a process model for measuring service quality in air transportation based on literature review. Empirical objectives are to test the process model on selected customer group. Then, the results are used to investigate what services customers consider as the cornerstones of their flight experience, and if there are any differences in service quality preferences between respondent groups (such as male/female travelers, as well as business/leisure travelers). Academic background and methodology This study provides an overview of the services and service quality literature, taking airline industry as a subject for a case study. Airline industry is reviewed as well, and the importance of services, new service development as well as service quality is discussed. The academic literature is used to build up a service process model, which is tested to find out most important service quality attributes for the customers. A survey is chosen as a primary method of data collection. The target group includes young professionals with completed or about to
Logistics Master 's thesis Ekaterina Tolpa 2012
Department of Information and Service Economy Aalto University School of Economics
Measuring Customer Expectations of Service Quality: case Airline Industry
Master’s Thesis Ekaterina Tolpa 06.06.2012 Information and Service Management
Approved in the Department of Information and Service Economy _____________ and awarded the grade _______________
_________________________________________ _____________ Markku Kuula Markku Tinnilä
AALTO UNIVERSITY SCHOOL OF ECONOMICS Department of Information and Service Economy Master’s thesis Ekaterina Tolpa
ABSTRACT 06.06.2012
ABSTRACT
Objectives of the Study The first theoretical objective of this study is to discuss the concept of service quality and find out the different approaches to measure service quality. The second objective is to define a process model for measuring service quality in air transportation based on literature review. Empirical objectives are to test the process model on selected customer group. Then, the results are used to investigate what services customers consider as the cornerstones of their flight experience, and if there are any differences in service quality preferences between respondent groups (such as male/female travelers, as well as business/leisure travelers). Academic background and methodology This study provides an overview of the services and service quality literature, taking airline industry as a subject for a case study. Airline industry is reviewed as well, and the importance of services, new service development as well as service quality is discussed. The academic literature is used to build up a service process model, which is tested to find out most important service quality attributes for the customers. A survey is chosen as a primary method of data collection. The target group includes young professionals with completed or about to