Expediency
Reliability
Service Quality
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Method

The analysis is based on comments in the public media (print, online, and social media) on around 40 airline brands. For the ranking, the statements related to the following three perception dimensions are statistically analyzed and evaluated daily:

  • Expediency: what is the perception of expediency of the airline’s offer, e.g., in terms of pricing or efficiency?
  • Reliability: does the airline have a reputation for a high degree of reliability, e.g., in terms of punctuality or competence?
  • Service Quality: what is the quality of services that can be expected, e.g., in terms of friendliness or customer orientation?

 

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