Examining airline service quality from a process perspective

Fang Yuan Chen, Yu-Hern Chang

Research output: Contribution to journalArticlepeer-review

168 Citations (Scopus)


Airline service is composed of a set of processes. Passengers may have distinct expectations at different stages of the service chain. In this study, air travel was divided into ground and in-flight service stages. We first examined the gap between passengers' service expectations and actual service received and the gaps associated with passenger service expectations and the perceptions of these expectations by frontline managers and employees of a Taiwanese airline. Next, importance-performance analysis was used to construct service attribute evaluation maps to identify areas for improvement. Results revealed that these gaps did exist and passengers were more concerned about the responsiveness and assurance dimensions from airline frontline staff. The tangibles dimension was considered more important when evaluating in-flight service quality than when evaluating ground service quality.

Original languageEnglish
Pages (from-to)79-87
Number of pages9
JournalJournal of Air Transport Management
Issue number2
Publication statusPublished - 2005 Mar 1

All Science Journal Classification (ASJC) codes

  • Transportation
  • Strategy and Management
  • Management, Monitoring, Policy and Law
  • Law


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