...Mehran Nejati; Mostafa Nejati; Azadeh Shafaei Purpose This paper seeks to review service quality factors of the airline industry, and to rank these factors in Iranian society. It aims to introduce a fuzzy TOPSIS approach for this purpose. Design/methodology/approach The research was conducted...

...Girish Prayag 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 to service quality dimensions by international tourists. Design/methodology/approach A sample of 140...

... service quality plays in an internal marketing setting. The research was conducted in a major international airline. The expectations and perceptions scales have emerged as measures with excellent internal consistency reliabilities. The two scales exhibited adequate validity as separate measures of front...

...Vasanthakumar N. Bhat Customer service is of significant concern to an airline passenger. The on‐time performance of an airline is one of the important indicators of customer service. Analyses whether there is any relationship between airline flight delays and the financial situation of an airline...