Customer feedback and organizational quality

Table of Contents

Skytrax audits and assesses the quality of (a limited set of) airports and airlines yearly. Independently of such assessment, passengers can also review and rate airlines and airports on their website along the year. Some research has been done correlating both (eg, Perezgonzalez, 2011a¹,b²), as an attempt to ascertain how well passenger ratings match more in-depth quality ratings by Skytrax. Table 1 summarizes those correlations both for airports and airlines.

Table 1.
Year	R for airports	R for airlines
2010	0.672	0.688
2011	0.715	0.673

References

1. PEREZGONZALEZ Jose D (2011). Prediction of Skytrax airline rankings, short formula (2011) (2e). Journal of Knowledge Advancement & Integration (ISSN 1177-4576), 2012, pages 209-218.

2. PEREZGONZALEZ Jose D (2011). Prediction of Skytrax airport rankings, short formula (2011) (2e). Journal of Knowledge Advancement & Integration (ISSN 1177-4576), 2012, pages 204-208.

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