Airline Quality Rating 1999

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Authors
Bowen, Brent D.
Headley, Dean E.
Advisors
Issue Date
1999-04-01
Type
Research report
Keywords
Airlines--Quality control , Airlines--Rating of , Quality assurance , Consumer satisfaction
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Citation
Bowen, Brent D. and Dean E. Headley. Airline Quality Rating 1999. Wichita State University, 1999.
Abstract

The Airline Quality Rating (AQR) was developed and first announced in early 1991 as an objective method of comparing airline performance on combined multiple criteria. This current report, Airline Quality Rating 1 999, reflects an updated approach to calculating monthly Airline Quality Rating scores for 1998. AQR scores for the calendar year 1998 are based on 15 elements that focus on airline performance areas important to air travel consumers.


The Airline Quality Rating 1999 is a summary of month-by-month quality ratings for the ten major U.S. airlines operating during 1998. Using the Airline Quality Rating system of weighted averages and monthly performance data in the areas of on-time arrivals, involuntary denied hoardings, mishandled baggage, and a combination of 12 customer complaint categories, major airlines comparative performance for the calendar year of 1998 is reported. This research monograph contains a brief summary ofthe AQR methodology, detailed data and charts that track comparative quality for major airlines domestic operations for the 12 month period of 1998, and industry average results. Also, comparative Airline Quality Rating data for 1997, using the updated criteria, are included to provide a reference point regarding quality in the industry.

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Description
Includes research data (charts and tables.)
Publisher
Wichita State University
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