Presenting modified Servqual model to evaluate flight attendant services: Iran Air case study

• Main Authors: Hamidreza Salmani Mojaveri, Amir Khorasani, Khosro Ahmadvand
• Format: Article
• Language: English
• Published: OmniaScience 2019-07-01
• Series: Journal of Airline and Airport Management
• Subjects: Quality of Service, Servqual Model, Flight attendant, Airline Industry, Iran Air
• Online Access: http://www.jairm.org/index.php/jairm/article/view/130

The investigation of customer`s viewpoints and utilizing their ideas and expectations in improving the quality of the products, has turned to one of the key concerns of the companies working in all fields. Airline industry as one of the most extensive modes of transportation should be strictly accurate in providing services for their customers. This article attempts to investigate important dimensions from passengers' point of view and present a model that can evaluate the flight attendant's performance. To achieve this purpose based on experts' and passengers' point of view and literature review, the SERVQUAL model with 26 factors in 6 dimensions has been modified. Then 300 data have been gathered for Factor Analysis Model; As a result, a model with high goodness of fit has been developed which could be used as a tool of measuring quality of service with a high degree of certainty. At last by running this model in Iran air, most differences were as below: 1-Improvement 2-Responsiveness 3-Empathy 4-Assurance 5-Tangibles 6-Reliability