Evaluation of Singapore Airlines' inflight service quality using the SERVQUAL model.
The study will first attempt to derive a measurement index for SIA inflight service quality. It will also investigate the differences in passengers’ expectation of inflight service quality for various categories of passengers (for example: travel classes, length of flight, nationality). To complete...
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| Main Authors: | , , |
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| Other Authors: | |
| Format: | Final Year Project |
| Published: |
2008
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| Subjects: | |
| Online Access: | http://hdl.handle.net/10356/10643 |
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| Institution: | Nanyang Technological University |
| Summary: | The study will first attempt to derive a measurement index for SIA inflight service quality. It will also investigate the differences in passengers’ expectation of inflight service quality for various categories of passengers (for example: travel classes, length of flight, nationality). To complete the evaluation, the study would seek to identify SIA inflight service quality problems, examine their causes and suggest means to solve them. |
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