Please use this identifier to cite or link to this item: http://hdl.handle.net/1893/24938
Appears in Collections:Marketing and Retail eTheses
Title: Measuring service quality in the low-cost airline industry
Authors: Barnes, Jonavan
Supervisor(s): Sparks, Leigh
Keywords: Service Quality
Airline
Quantitative
SERVQUAL
Hierarchical
SERVPERF
qualitative determinants
Issue Date: 10-Jan-2017
Publisher: University of Stirling
Abstract: Since the end of World War II, the service sector has expanded to encompass over 80% of the economy of most developed nations. This places an immense importance on the ability to accurately measure service outputs. However, the most precise method of measuring these outputs is still unclear. This thesis examines Service Quality as a measurement of service outputs, and tests this within an industry-specific context: the low-cost sector of the UK airline industry. This is an industry that has been facing serious challenges since market liberalisation began in 1976. This thesis recognises that offering superior quality may allow airlines to gain a competitive advantage; despite this, there is still no preferred method of measuring Service Quality in this specific context. This PhD therefore examines three methods of Service Quality measurement in the context of the low-cost sector of the UK airline industry: a qualitative method (content analysis), a quantitative survey approach (HiQUAL) and an indexing approach (ALSI). The first study provides an in-depth analysis of the determinants of airline quality through a content analysis study. The second study uses a neglected measurement of Service Quality (HiQUAL) to take a quantitative measurement of Service Quality in the low-cost airline industry. The third study uses measurement (ALSI), an indexing approach, to provide an indication of airline quality. The results of this PhD define the determinants of Service Quality in the low-cost airline industry and confirm the hierarchical nature of Service Quality. This PhD also develops a novel objective metric that represents a shift in ontology from subjective to objective measurements of Service Quality.
Type: Thesis or Dissertation
URI: http://hdl.handle.net/1893/24938

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