Historic research regarding the major commercial air carriers in the US have been based on subjective perceptions, satisfaction, and attitudes. Building upon 21 years of work with the National Airline Quality Rating, the present study attempts to move beyond basic descriptive information of air travelers to identify patterns and relationships in the way consumers view this risky, high technology environment. Development of such a model allows key players the ability to improve their understanding of the prime drivers and perceptions of passenger behavior. This quantitative model plays an important role in determining needs and priorities while outlining consequences of such action. A crucial connection will be made between subjective perceptions measured through survey responses, and the formula driven Airline Quality Rating.


Airline Quality Rating, Airline Passenger Survey, Mixed Methodology

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