Decision sciences institute

We study how airline quality rankings are affected by the airlines’ performance on different service dimensions. For airlines, not only there are multiple aspects of the service but also they offer differentiated services for multiple customer segments. We take such service product lines into account in our analysis and investigate economy and business classes and their impact on the overall rankings separately. We find that fast response to customer requests, high cabin presence, good quality in-flight products, and well-designed check-in operations are significant service dimensions that influence better airline rankings.