Assessing quality of air transport service: a comparative analysis of two evaluation models

This paper aims to analyze the opinion of tourists about airlines’ service in a developing country. For this, the study proposes to make a comparative analysis of two evaluation models (SERVQUAL and SERVPERF) to investigate the factors that influence the formation of perceived quality in airline services, using statistical techniques such as Cluster Analysis and Structural Equation Modeling. Although the results were not the same, the result of both analyzes indicated two common dimensions (tangibles and empathy) that influence the customer’s perception of the airline service quality. The main conclusion of this study is that the two analyzes are convergent for the study sample. The SERVQUAL and cluster analysis allow airline managers to identify and prioritize gaps in service delivery according to criticality, aiming at the allocation of efficient resources by the airline. The SERVPERF and SEM provide statistical evidence of the impact of different dimensions of service quality on customer satisfaction, highlighting the direct relationship between satisfaction and dimensions. Considering how customers evaluate the service provided by airlines, particularly regarding the service they receive from airport employees, this study has relevance for decisions taken by airline managers to develop quality services, and provide guidelines for improvements in airline services.