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dc.contributor.advisorSparks, Leigh-
dc.contributor.authorBarnes, Jonavan-
dc.description.abstractSince 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.en_GB
dc.publisherUniversity of Stirlingen_GB
dc.subjectService Qualityen_GB
dc.subjectqualitative determinantsen_GB
dc.subject.lcshAeronautics, Commercial Customer services Great Britainen_GB
dc.subject.lcshAirlines Customer services Great Britainen_GB
dc.subject.lcshService industries Great Britainen_GB
dc.titleMeasuring service quality in the low-cost airline industryen_GB
dc.typeThesis or Dissertationen_GB
dc.type.qualificationnameDoctor of Philosophyen_GB
Appears in Collections:Marketing and Retail eTheses

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