Evaluation of Singapore Airlines' inflight service quality using the SERVQUAL model.

• Main Authors: Lee, Jeffery Peng Soon., Lim, Edwin Wee Chiang., Tan, Sok Cheng.
• Other Authors: Foo, See Liang
• Format: Final Year Project
• Published: 2008
• Subjects: DRNTU::Business::Industries and labor
• Online Access: http://hdl.handle.net/10356/10643
• Institution: Nanyang Technological University

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...