Measuring service quality and a comparative analysis in airline industry

Quality of services in airline industry plays an important role in market penetration and customer retention. In this paper, we present a factor analysis to find important factors in Iranian Airline industry. The study designs a questionnaire consist of 35 questions and distribute it among 200 customers who regularly use services from 16 different airlines and they are investigated based on the implementation of factor analysis. The results of our survey determines seven important factors including physical features of the environment, Kettering, Pre-flight passenger services, Ability to respond, Reliability, Passenger service flight and Virtual Passenger Services. The paper discusses that improving these seven factors can significantly improve service quality in this sector.