Quality assessment of airline baggage handling systems using SERVQUAL and BWM
Abstract
The baggage handling system is a crucial part of ground handling operations, which significantly contributes to the overall satisfaction of passengers. Although several studies have investigated airline service quality, little attention has been paid to this crucial part of the system. This study proposes the SERVQUAL model to assess the perceived quality of service for the baggage handling system. A literature review provides a list of criteria...
Paper Details
Title
Quality assessment of airline baggage handling systems using SERVQUAL and BWM
Published Date
Jun 1, 2018
Journal
Volume
66
Pages
85 - 93
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