Service quality and productivity in the U.S. airline industry: a service quality-adjusted DEA model

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• 作者：Kanghwa Choi (1)
  DonHee Lee (2)
  David L. Olson (3)
  
  1. Department of Management ; Hansung University ; 116 Samseongyoro ; 16gil ; Seongbuk-gu ; Seoul ; South Korea
  2. College of Business Administration ; Keimyung University ; 1095 ; Dalgubeol-daero ; Daegu ; South Korea
  3. Department of Management ; 209 CBA University of Nebraska-Lincoln ; Lincoln ; NE ; 68588-0491 ; USA
  
• 关键词：SQ ; adjusted DEA ; Operational efficiency ; Service quality ; Service productivity ; The US airline
• 刊名：Service Business
• 出版年：2015
• 出版时间：March 2015
• 年：2015
• 卷：9
• 期：1
• 页码：137-160
• 全文大小：927 KB
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• 刊物主题：Business/Management Science, general; Human Resource Management; Management/Business for Professionals;
• 出版者：Springer Berlin Heidelberg
• ISSN：1862-8508

文摘

The airline industry faces economic challenges making it paramount that they provide satisfactory service to customers relative to their expectations. This study uses a service quality-adjusted data envelopment analysis (SQ-adjusted DEA) to study US-based airline carrier operational efficiency. We found that airlines can overcome the traditional tradeoff between quality and productivity. Using SQ-adjusted DEA, we were able to find how airlines could set service levels in accordance with their strategic purpose or operational characteristics. Low-cost airlines were found to benefit by marginal improvements in service, often unexpected by their clientele. Network carriers, however, tended to have a harder time meeting service expectations. While there were short-term tradeoffs between service quality and productivity, in the long term a focus on service quality may help increase customer satisfaction, thus improving service productivity and overall organizational performance. SQ-adjusted DEA was found to be better suited to explore service productivity than the standard DEA.