A Research on Service Recovery Quality Evaluation in Flight Delay Based on Weighted SERVQUAL Model
Kong Xiang-fen
Wang Xiao-bei
Abstract：In flight delay and service recovery , travelers′main concern is how to get the best compensa-tion.Constructive advice is offered for airlines to improve service quality .A questionnaire survey is con-ducted among passengers using the SERVQUAL evaluation model for flight delays ′service recovery issues and a remedial service quality evaluation of flight delays is done .The results show that the tangibles are the most important part of the five attributes .And the overall results indicate that travelers are not satisfied with their services.Finally, according to these results, conclusions are reached with recommendations for airlines to improve service quality after flight delays .
Keywords：flight delayquality evaluationSERVQUAL evaluation modelservice recovery
Publication Date：2014-01-01
Online Publishing Date：2025-08-15(First online date of this platform, not the publication date of the document)
Pages：5( 75-78,84 )