Cancellations and their Relationship to and Impact on Airline Service Quality

By Dr. Blaise P. Waguespack and Dr. Dawna L. Rhoades

This paper is the first attempt by the authors of the ‘Service Disquality Index’ to relate cancellations to the index, and to model the impact of cancellations on overall airline service quality. Cancellations as reported in the Air Travel Consumer Report are compared and correlated to the SDI. Additionally, the impact of cancellations are added into the SDI and examined to measure the possible impact of cancellations on redistributing the ranking of airlines in the index. The inclusion of cancellations does not impact the ranking of the airlines using the SDI, but does support the inclusion of cancellations in the SDI going forward as a true measure of airline service disquality.

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