Determinants of quality in airline service

• Published in: Brazilian journal of operations & production management Vol. 21; no. 2
• Main Authors: Djalma Silva Guimaraes Junior, Fagner José Coutinho de Melo, Carlos Henrique Michels de Sant’anna, Larissa de Arruda Xavier, Denise Dumke de Medeiros
• Format: Journal Article
• Language: English
• Published: Associação Brasileira de Engenharia de Produção (ABEPRO) 01.05.2024
• Subjects: Service quality dimensions; SERVPERF; Structural Equation Modeling; the perception of passengers

Goal: This paper aims to identify the dimensions that impact the perception of the quality of Brazilian air services in the eyes of customers, using a questionnaire based on the SERVPERF model adapted for the service studied as a data collection instrument. Design/Methodology/Approach: The research...