Academy of Marketing Studies Journal (Print ISSN: 1095-6298; Online ISSN: 1528-2678)


Validation of Airline Service Quality Scale: Evidence from Indian and European Passengers

Author(s): VR Nedunchezhian, A Thirunavukkarasu

The measurement of Service Quality of Airlines is still debated in the academia as there is no conclusion reached for Airline Industry to adopt scale for measuring Service Quality. Air Service Quality (AIRQUAL) scale was developed in 2001 as Industry specific scale for measuring the Airline Industry service quality. Less evidence is available to cross culturally validate the existing scale available in the literature. This study attempts to validate the AIRQUAL scale with evidence form Indian and European passengers as previous research emphasised to develop industry specific scale for measuring service quality for specific industry. A questionnaire was used to collect the responses from air passengers travelling from two continents through different airline service providers. Exploratory and confirmatory factory analysis was used to validate AIRQUAL scale. Limitation of the study and future scope for further research are discussed in the paper.