Airline Quality Rating 2002

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Authors
Bowen, Brent D.
Headley, Dean E.
Issue Date
2002-04-01
Type
Research report
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Keywords
Airlines--Quality control , Airlines--Rating of , Quality assurance , Consumer satisfaction
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Abstract

The Airline Quality Rating (AQR) was developed and first announced in early 1991 as an objective method of comparing airline quality on combined multiple performance criteria. This current report, Airline Quality Rating 2002, reflects monthly Airline Quality Rating scores for 2001. AQR scores for the calendar year 2001 are based on 15 elements that focus on airline performance areas important to air travel consumers.


The Airline Quality Rating 2002 is a summary of month-by-month quality ratings for the 11 largest U.S. airlines operating during 2001. Using the Airline Quality Rating system of weighted averages and monthly performance data in the areas of on-time arrivals, involuntary denied boardings, mishandled baggage, and a combination of 12 customer complaint categories, airlines comparative performance for the calendar year of 2001 is reported. This research monograph contains a brief summary of the AQR methodology, detailed data and charts that track comparative quality for domestic airline operations for the 12-month period of 2001, and industry average results. Also, comparative Airline Quality Rating data for 2000 are included for each airline to provide historical perspective regarding performance quality in the industry.

Description
Includes research data (charts and tables.)
Citation
Bowen, Brent D. and Dean E. Headley. Airline Quality Rating 2002. Wichita State University, 2002.
Publisher
Wichita State University
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