RATER Analysis of Airline Industry


1

Quality Dimensions: RATER Analysis of Airline Industry

Customers don’t assess the quality of service on one dimension only, they use multiple parameters to judge the quality of the service that they are being offered. These characteristics which people consider vary from person to person, industry to industry. Even depend upon the product on offer.

 

Because of the intangibility and multifaceted nature of many services, it may be harder to evaluate the quality of a service than a good. Because the customers are often involved in the service production a distinction needs to be drawn between the process of service delivery and the actual output of the service. The most extensive research into service quality is strongly user oriented.

 

Services are broadly classified into 10 dimensions namely:

  • Tangibility
  • Reliability
  • Responsiveness
  • Competence
  • Courtesy
  • Credibility
  • Security
  • Access
  • Communication
  • Understanding the customer

 

Since most of these dimensions are overlapping they were pooled down to five dimensions as given below:

  • Reliability
  • Assurance
  • Tangibles
  • Empathy
  • Responsiveness

 

When we look at these dimensions with respect to the airline industry we find that the following service qualities are expected by the customer.

 

Reliability  – flights to promised destinations depart and Arrive on schedule

Assurance   – trusted name, good safety record,  Competent employees

Tangibles    – aircraft, ticketing counters, baggage area, uniforms

Empathy          – understanding of special individual needs, anticipates customer needs

Responsiveness  – prompt and speedy system for ticketing, in- flight, baggage handling


Like it? Share with your friends!

1
BMS Team

We, at BMS.co.in, believe in sharing knowledge and giving quality information to our BMS students. We are here to provide and update you with every details required by you BMSites! If you want to join us, please mail to [email protected].

5 Comments


Warning: Undefined array key "html5" in /home/bmsnewco/public_html/wp-content/plugins/facebook-comments-plugin/class-frontend.php on line 140

Facebook comments:

This Website Is For Sale. Email us an offer we cannot refuse on [email protected] :)

X
Choose A Format
Personality quiz
Series of questions that intends to reveal something about the personality
Trivia quiz
Series of questions with right and wrong answers that intends to check knowledge
Poll
Voting to make decisions or determine opinions
Story
Formatted Text with Embeds and Visuals
List
The Classic Internet Listicles
Countdown
The Classic Internet Countdowns
Open List
Submit your own item and vote up for the best submission
Ranked List
Upvote or downvote to decide the best list item
Meme
Upload your own images to make custom memes
Video
Youtube and Vimeo Embeds
Audio
Soundcloud or Mixcloud Embeds
Image
Photo or GIF
Gif
GIF format