AIRLINE DELAYS AND THEIR RELATIONSHIP TO AND IMPACT ON AIRLINE SERVICE QUALITY

摘要

There exits two major airline service quality measurements systems which use the same datarnsource as input into their derived airline service quality measures. Both the Airline QualityrnRating (AQR) and Rhoades and Waguespack's ‘Service Disquality Index' (SDI) use statisticsrnfrom the Department of Transportation's monthly Air Travel Consumer Report as the basis forrnanalysis. This paper is the first attempt by the authors of the SDI to add the impact of delays to the SDI.