The baggage handling system is a crucial part of ground handling operations, which
significantly contributes to the overall satisfaction of passengers. Although several studies …

This study measures airline service quality based on data collected at a Turkish airline using
SERVQUAL scores weighted by loadings derived from factor analysis. The results …

This paper examines the service quality attributes of airlines with regard to their effect on
customer satisfaction in a cross-cultural context. The applicability of a modified Servqual …

A key question is whether the service quality instruments developed for other services'
industries may be used to gauge service quality perceptions in shipping. Grounded on …

The SERVQUAL has been one of the most widely used and applied scales for the
measurement of perceived service quality in recent years. The aim of the present research is …

Purpose–This paper seeks to apply the SERVQUAL model to identify critical performance
measures in the airline industry, exploring differences between Eastern and Western …

Purpose–The aim of this paper is to assess the service quality of a small airline, Air
Mauritius, using the SERVQUAL model and to determine the relative importance attributed …

The SERVQUAL instrument has been proposed as an instrument for the measurement of
perceived service quality within a wide range of service categories. The current research …

Service quality in the tourism industry receives increasing attention in the literature, yet
confusion still exists as to which measure offers the greatest validity. The two main research …

To achieve and maintain their competitiveness and profitability, travel agencies should
manage and aim to continuously improve the level of service quality offered to their …