Quality and Reliability Engineering International

Customer Satisfaction in the Airline Industry: the Case of British Airways

Journal Article


In this paper two different non‐classic methods, based on the analysis of qualitative data, are applied to evaluate customer satisfaction. The airline industry is considered with British Airways used as a case study. First, a classification algorithm based on the decision tree theory is performed. By conserving the original ordinal measuring scale for the items, it is possible to rank the dimensions in order to obtain a map of preference, select the groups of subjects more or less satisfied and delineate the peculiar characteristics of each group. Second, a probabilistic model, the Rasch model, is applied with the aim of distinguishing the two components (satisfaction and quality) that influenced the answer to each item and obtaining a numerical interval measure for both components. Copyright © 2006 John Wiley & Sons, Ltd.

Related Topics

Related Publications

Related Content

Site Footer


This website is provided by John Wiley & Sons Limited, The Atrium, Southern Gate, Chichester, West Sussex PO19 8SQ (Company No: 00641132, VAT No: 376766987)

Published features on StatisticsViews.com are checked for statistical accuracy by a panel from the European Network for Business and Industrial Statistics (ENBIS)   to whom Wiley and StatisticsViews.com express their gratitude. This panel are: Ron Kenett, David Steinberg, Shirley Coleman, Irena Ograjenšek, Fabrizio Ruggeri, Rainer Göb, Philippe Castagliola, Xavier Tort-Martorell, Bart De Ketelaere, Antonio Pievatolo, Martina Vandebroek, Lance Mitchell, Gilbert Saporta, Helmut Waldl and Stelios Psarakis.