Adaptation of the servqual method for testing the quality of passenger air services

• Autorzy: Hawlena Joanna

Identyfikatory

DOI

10.20858/tp.2019.14.4.12

• Języki publikacji: EN

Abstrakty

EN

The aim of the paper is to present the author’s attempt to adapt the Servqual Method to study the quality attributes of passenger air services. This market is witnessing a growing dynamic of competition intensity and a distinctive trend consisting of focusing on improving the quality of the most important determinants in basic areas of this business. The method of comprehensive evaluation of this process and its consequences on the Polish market has so far not been scientifically researched. The paper attempts to fill this gap. The proposed solution consists in the introduction of a new, previously unused, research method to the system of analysis, assessment and measurement of the air services quality, which constitutes a specific contribution to the science. Innovation of its application consists in a detailed reformatting of the Servqual Method and adaptation of both tested criteria and research areas to the nomenclature, specific requirements and conditions of this service sector. Using this method, it is possible to conduct a comprehensive range of tests taking into account the correctness, effectiveness of measurement, possibility of specifying the conclusions and recommendations as well as modernity of their implementation. The research questionnaire constructed by the author serves this purpose, in which the most important criteria and research areas of the discussed scope of services have been proposed.

Słowa kluczowe

EN

quality of services; passengers air transport; Servqual method; Likert scale; rank scale

PL

jakość obsługi; pasażerski transport lotniczy; metoda Servqual; skala Likerta; skala rang

• Wydawca: Wydawnictwo Politechniki Śląskiej
• Czasopismo: Transport Problems
• Rocznik: 2019
• Tom: T. 14, z. 4
• Strony: 139--150
• Opis fizyczny: Bibliogr. 17 poz.

Twórcy

autor

Hawlena Joanna

• University of Life Sciences in Lublin, Akademicka 13, 20-950 Lublin, Poland

Bibliografia

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Uwagi

PL

Opracowanie rekordu ze środków MNiSW, umowa Nr 461252 w ramach programu "Społeczna odpowiedzialność nauki" - moduł: Popularyzacja nauki i promocja sportu (2020).