Measuring Airline's Service Quality: SERVQUAL or SERVPERF?

摘要

There have been historical arguments about comparative appropriateness of SERVQUAL and SERVPERF. Many service organizations are using one of these two methods according to their situations, and different studies have suggested different results about appropriateness of two measurement methods according to specific context of their studies. This study was conducted to test the level of appropriateness of these two service quality measurements for airline industry. Based on the result of this study, SERVQUAL model is identified more appropriate measurement for airline service industry than SERVPERF.