SERVQUAL Method: Airline Industry Use

The objective of this study is to examine use of the SERVQUAL method in the airline industry. This work will examine five articles on use of SERVQUAL.

The work of Bozorgi (2007) entitled "Measuring Service Quality in the Airline Using SERVQUAL Model (Case of IAA)" reports that competition in the airline industry is constantly growing and that airline companies should pay close "attention to their competitors." (p.1) Bozorgi notes that it is important as well for airlines to "understand their customers." (2007, p.1) The work of Nyeck, Morales, Ladhari, and Pons (2002) entitled "10 Years of Service Quality Measurement: Reviewing the Use of the SERVQUAL Instrument" reports that research on service marketing has traditionally focused primarily on the "analysis of service quality." (p.101) Additionally stated is that there are researchers in this discipline that "emphasize the explanation of the perceived quality by using the SERVQUAL...
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