Essay On Service Quality

CRITICAL REVIEW
‘The Airline Service Quality’
INTRODUCTION
Summary
The following assessment examines a critical review of a study that observes the relationship between the five service quality dimensions and the customers’ post-purchase intensions/behavior in the low-cost flight industry. The main purpose with this study is to be critical towards the article’s outcome and evaluate the relevance and appropriateness in an operational perspective.
Purpose and specific objectives
Based on earlier analysis of the consumer behavior in the low cost airline industry the post purchase service quality is predicted to be a key success factor to the consumers’ purchase decision for airline companies. It is therefore relevant to evaluate how well the report’s outcome can gain the flight industry new knowledge to the development of future operational and marketing strategies.
The post purchase behavior in this assignment is assumed to be the re-purchasing of the external consumers and will focus on retention customers.
Road map
The review is divided in two major sections; 1) Introduction and 2) Critical thinking. In section one the purpose and main focus with this assignment has been presented. Section two illustrates a verification and validation of the author’s desired achievements, reflections and key information/results. New operational perspectives will furthermore be proposed.
CRITICAL THINKING
Main purpose and key question
The author’s main purpose with this article have been to identify which of the listed five Service quality dimensions (Tangible, Reliability, responsiveness, Assurance and Empathy) that have the most significant influence on the consumers’ post purchase behavior and decision-making. This has been accomplished t...

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...rvice quality dimensions that influence the post purchase behavior. The investigation identified the Asian low-cost flight industry and its’ customers, where foreign countries needed to be compared for generalizing. An alpha on total 0.93 confirms a high reliability and informal consistency in the study. Though misunderstanding of the definition of the service quality dimensions can lack the validity of the results.
31, 4% of the participants believed that service quality had an important impact on the post-purchase behavior. ‘Other factors’ covered 68.6%, which seems more interesting to further investigate. This could be tested in an operational perspective through the five Key competitive areas, which is presumed to generate more ‘specialized’ knowledge to develop the service performance, operational measurement and competitive advantages in the flight industry.