Cancellations and their Relationship to and Impact on Airline Service Quality

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

cancelled_flightsThis 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.
Download PDF

About Admin
Welcome to my Personal Blog! Just feel free to come back regularly and read some updates or subscribe to an RSS feed!

Leave a Reply

Fill in your details below or click an icon to log in: Logo

You are commenting using your account. Log Out /  Change )

Google photo

You are commenting using your Google account. Log Out /  Change )

Twitter picture

You are commenting using your Twitter account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )

Connecting to %s

%d bloggers like this: