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Free Content A Non-parametric Efficiency Measure Incorporating Perceived Airline Service Levels and Profitability

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Customer service influences satisfaction, loyalty, repeat business, and hence potentially profitability. This paper investigates whether airline customer service impacts upon the profitability of airlines (the top 150 worldwide). As our results suggest that this impact is limited, we then apply DEA models and develop, for the first time, a single-efficiency measure that combines the typical airline targets of maximisation of RPKs, customer satisfaction, and profitability. We further use second-stage truncated regressions and show that only the share of cabin crew (but neither fleet age nor LCC operation) has a significant impact on overall airline efficiency.

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Document Type: Research Article

Publication date: April 1, 2015

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  • JTEP is international both in terms of authors and readership. Since it first appeared, more than 650 papers have been published from Europe, North America, the Pacific Rim/Australasia, Africa, Asia, and South America. This international variety is also reflected in the readership.

    Published four times a year, the journal covers all modes of transport and a wide variety of economic themes, including: Passenger Transport, Freight Transport, Shipping, Aviation, Transport Infrastructure, Environment & Energy, Traffic, Planning and Policy, Safety, Costs & Pricing, Competition, Evaluation, Productivity, Demand & Elasticities, Service Quality, Economies of Scale, Economics Regulation and Choice.

    A complete indexing and article service is available FREE from 1967 to 2000

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