International Airline Quality Measurement

742450PDFJournal ArticleAirlinesAir travelMarket researchQuality assuranceQuality of serviceData collectionUnited StatesHeadley, Dean E.Bowen, Brent D.NTL-AVIATION-AVIATIONNTL-AVIATION-Airports and FacilitiesNTL-AVIATION-Aviation Human FactorsNTL-AVIATION-Aviation Planning and PolicyUS Transportation CollectionHistorically, airline quality has been measured through the use of surveys that ask the consumers to make a comparison between expectations and outcomes. This method was informative but very cumbersome in a rapidly changing environment. This paper outlines the efforts of the consumer researchers to develop a weighted, consumer oriented rating scale for the U.S.A. domestic airline industry as an alternative to survey-based rating scales. The Airline Quality Rating (AQR) approach has been successfully employed in the United States by the major airlines and by the general public. Development considerations are offered for facilitating the adaptation of the AQR's weighted average approach to the world airline industry. References, 9p