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Judging a book by it's cover: the relationship between service and safety quality in US national and regional airlines

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  • Rhoades, Dawna L
  • Waguespack, Blaise

Abstract

The general public perception is that service quality among US airlines has declined significantly since deregulation, however, there is continuing debate among experts on the effect of deregulation on safety quality. Unlike safety quality, service quality is more visible to the traveling public. It is not clear, however, whether service quality is a good indicator of safety quality. We addressed this issue by examining the service and safety quality of 20 US regional carriers for 1991–1997. Service and safety rates were calculated for each carrier. Then carriers were ranked on service and safety quality. Spearman's rho correlations were calculated on these lists. The results indicate that for four of these seven years the Spearman's rho was significant indicating that service quality is an excellent indicator of overall safety quality among US national and regional carriers.

Suggested Citation

  • Rhoades, Dawna L & Waguespack, Blaise, 2000. "Judging a book by it's cover: the relationship between service and safety quality in US national and regional airlines," Journal of Air Transport Management, Elsevier, vol. 6(2), pages 87-94.
    • Handle: RePEc:eee:jaitra:v:6:y:2000:i:2:p:87-94
    DOI: 10.1016/S0969-6997(99)00025-3
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    References listed on IDEAS

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    1. Arnold Barnett & Mary K. Higgins, 1989. "Airline Safety: The Last Decade," Management Science, INFORMS, vol. 35(1), pages 1-21, January.
    2. Baumol, William J, 1982. "Contestable Markets: An Uprising in the Theory of Industry Structure," American Economic Review, American Economic Association, vol. 72(1), pages 1-15, March.
    3. Nancy L. Rose, 1992. "Fear of Flying? Economic Analysis of Airline Safety," Journal of Economic Perspectives, American Economic Association, vol. 6(2), pages 75-94, Spring.
    4. D. Mark Kennet, 1993. "Did Deregulation Affect Aircraft Engine Maintenance? An Empirical Policy Analysis," RAND Journal of Economics, The RAND Corporation, vol. 24(4), pages 542-558, Winter.
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    Cited by:

    1. Shiwakoti, Nirajan & Jiang, Hongwei & Nguyen, An Duong, 2022. "Passengers’ perception of safety and its relationship with demographics, service quality, satisfaction and loyalty in airlines sector - A case study of Vietnam to Australia route," Transport Policy, Elsevier, vol. 124(C), pages 194-202.
    2. Hagmann, Carmen & Semeijn, Janjaap & Vellenga, David B., 2015. "Exploring the green image of airlines: Passenger perceptions and airline choice," Journal of Air Transport Management, Elsevier, vol. 43(C), pages 37-45.
    3. Chang, Yu-Hern & Yeh, Chung-Hsing, 2004. "A new airline safety index," Transportation Research Part B: Methodological, Elsevier, vol. 38(4), pages 369-383, May.

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