Attentiveness on Airline Quality as Viewed by the Domestic Consumer

Brent D. Bowen, Embry-Riddle Aeronautical University
Erin E. Bowen, Embry-Riddle Aeronautical University
Dean E. Headley, Wichita State University
Mary Fink, Embry-Riddle Aeronautical University
Madeline S. Kuhn, Embry-Riddle Aeronautical University


This study examines the relationship between the quantitative model of the Airline Quality Rating (AQR), and the qualitative model of the Airline Passenger Survey (APS). Operational performance of the U.S. airline industry has been monitored for the past 27 years by the Airline Quality Rating, and qualitative performance has been monitored for the past 6 years by the Airline Passenger Survey. The AQR provides consumers and aviation industry professionals a means to compare performance quality among U.S. airlines using objective, performancebased data. No other airline study in the country is based on performance measures. The APS was added as a new feature of the AQR in 2008 following increased interest in the relationship between consumer perceptions and objective airline industry performance. Results from this study were retrieved from data between the periods of 2008-2016 from the April 2016 Airline Quality Rating Report and the Airline Passenger Survey.