Measuring Service Quality with Quantitative Data – an example

The 2005 Airline Quality Rating received quite some press coverage earlier this month. This report (pdf) is conducted by Brent Bowen, director and professor at the University of Nebraska at Omaha, and Dean Headley, associate professor of marketing at Wichita State University.

The Rating is basically a weighed average of data collected and disseminated by the U.S. Department of Transportation.

The criteria and their weights are as follows:

• On-Time Performance (Flight Delays) (+8.63)
• Involuntary Denied Boardings (Oversales) (-8.03)
• Mishandled Baggage Reports (-7.92)
• Consumer Complaints (filed at the DOT) (-7.17)

This year’s “winner”? JetBlue.

This is an example on how quantitative data can be used to measure customer service quality.

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