Analysis of Customer Service Quality Models and for their Approbation Opportunities in Aviation

Authors

  • Laura Poškuvienė
    Affiliation

    Logistics and Transport Management Department, Faculty of Transport Engineering, Vilnius Gediminas Technical University, Plytinės st. 27, 10105 Vilnius, Lithuania

  • Kristina Čižiūnienė
    Affiliation

    Logistics and Transport Management Department, Faculty of Transport Engineering, Vilnius Gediminas Technical University, Plytinės st. 27, 10105 Vilnius, Lithuania

  • Jonas Matijošius
    Affiliation

    Institute of Mechanical Science, Faculty of Mechanics, Vilnius Gediminas Technical University, Jono Basanavičiaus st. 28, 03224 Vilnius, Lithuania

https://doi.org/10.3311/PPtr.15213

Abstract

The article examines tools, which may be used to assess service quality in aviation and to analyze service quality models. Many experts analyzing customer service state that a good customer service is one of the most important reasons for customer satisfaction and loyalty. This is particularly important in aviation customer service, because aviation services are subject to higher requirements due to the specifics of the service. In pursuit of the top-level customer service, refining customer needs and expectations becomes very important, because knowing customer expectations allows purposefully focusing the customer service process based on them and achieving high customer satisfaction. Also, the nature of customer service in aviation is different; here staff must be trained with more scrutiny and examples of specific situations.
In order to investigate the quality of customer service, conducting a theoretical analysis of customer needs or service criteria alone is not sufficient. Customer service quality is perceived differently due to a variety of factors, thus service quality models are used to find out customer expectations or to identify service gaps, also helping to conduct analyses and to improve processes. The analysis of customer service models revealed that they have not been adapted for aviation due to the following: their focus on a single service factor, the lack of relationship between components, neglected role of employees in customer service, and the like.

Keywords:

quality; quality models; customer service; aviation

Published Online

2022-05-09

How to Cite

Poškuvienė, L., Čižiūnienė, K., Matijošius, J. (2022) “Analysis of Customer Service Quality Models and for their Approbation Opportunities in Aviation”, Periodica Polytechnica Transportation Engineering, 50(3), pp. 285–292. https://doi.org/10.3311/PPtr.15213

Issue

Section

Articles