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Quality and Efficiency Evaluation of Airlines Services

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Exploring Service Science (IESS 2020)

Part of the book series: Lecture Notes in Business Information Processing ((LNBIP,volume 377))

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Abstract

Frontier analysis methods are able to investigate the technical efficiency of service productive systems. In our opinion, in the service sector field the analysis of service productivity must be also linked to service quality. Hence, the aim of this work is to outlines a new efficiency assessment based on these two productivity components (technical efficiency and service quality). More specifically, we adapt efficiency measurement techniques to airline industry by also considering an indicator of service quality represented by the average delay. We then evaluate the operational performance of an Italian airline by applying a Principal Component Analysis (PCA) - Data Envelopment Analysis (DEA) model and we verify which airline routes are ranked among the most efficient ones by also including, in the proposed model, the presence of this undesirable output.

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Authors and Affiliations

  1. University “G. d’Annunzio” of Chieti-Pescara, Pescara, Italy

    Agnese Rapposelli & Stefano Za

Authors
  1. Agnese Rapposelli
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  2. Stefano Za
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Correspondence to Agnese Rapposelli .

Editor information

Editors and Affiliations

  1. University of Porto, Porto, Portugal

    Henriqueta Nóvoa

  2. University Politehnica of Bucharest, Bucharest, Romania

    Monica Drăgoicea

  3. Karlsruhe Institute of Technology (KIT), Karlsruhe, Germany

    Niklas Kühl

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Rapposelli, A., Za, S. (2020). Quality and Efficiency Evaluation of Airlines Services. In: Nóvoa, H., Drăgoicea, M., Kühl, N. (eds) Exploring Service Science. IESS 2020. Lecture Notes in Business Information Processing, vol 377. Springer, Cham. https://doi.org/10.1007/978-3-030-38724-2_3

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  • DOI: https://doi.org/10.1007/978-3-030-38724-2_3

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  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-030-38723-5

  • Online ISBN: 978-3-030-38724-2

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