Judging a book by it's cover: the relationship between service and safety quality in US national and regional airlines

Dawna L Rhoades and Blaise Waguespack

Journal of Air Transport Management, 2000, vol. 6, issue 2, 87-94

Abstract: The general public perception is that service quality among US airlines has declined significantly since deregulation, however, there is continuing debate among experts on the effect of deregulation on safety quality. Unlike safety quality, service quality is more visible to the traveling public. It is not clear, however, whether service quality is a good indicator of safety quality. We addressed this issue by examining the service and safety quality of 20 US regional carriers for 1991–1997. Service and safety rates were calculated for each carrier. Then carriers were ranked on service and safety quality. Spearman's rho correlations were calculated on these lists. The results indicate that for four of these seven years the Spearman's rho was significant indicating that service quality is an excellent indicator of overall safety quality among US national and regional carriers.

Date: 2000
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Persistent link: https://EconPapers.repec.org/RePEc:eee:jaitra:v:6:y:2000:i:2:p:87-94

DOI: 10.1016/S0969-6997(99)00025-3

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