Judging a book by it's cover: the relationship between service and safety quality in US national and regional airlines |
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| Affiliation: | 1. Department of Automatic Control, Faculty of Engineering LTH, Lund University, Sweden;2. Novozymes A/S, Hallas Allé 1, 4400 Kalundborg, Denmark;3. NNE Pharmaplan, Nybrovej 80, 2820 Gentofte, Denmark;4. Department of Chemical Engineering, Faculty of Engineering LTH, Lund University, Sweden;1. Department of Perinatal Medicine, Mercy Health, 163 Studley Road, Heidelberg, VIC 3084, Australia;2. Department of Endocrinology and Diabetes, Austin Health, 145 Studley Road, Heidelberg, VIC 3084, Australia;3. Department of Medicine, The University of Melbourne, Grattan Street, Parkville, VIC 3010, Australia;4. Department of Endocrinology and Diabetes, St Vincent''s Hospital Melbourne, 41 Victoria Street, Fitzroy, VIC 3065, Australia;1. Key Laboratory of Eco-chemical Engineering, Qingdao 266042, China, College of Chemistry and Molecular Engineering, Qingdao University of Science and Technology, 53 Zhengzhou Road, Qingdao 266042, China;2. Department of Chemistry and Chemical Engineering, Ankang University, Ankang 725000, China;1. Swiss Tropical and Public Health Institute, Basel, CH, Socinstrasse 57, CH-4002 Basel, Switzerland;2. University of Basel, CH, Petersplatz 1, CH-4031 Basel, Switzerland;3. Department for Sport, Exercise and Health, Division Sports and Exercise Medicine, University of Basel, St. Jakob-Arena, Brüglingen 33, CH-4052 Basel, Switzerland;4. Lungenpraxis Hirslanden Klinik Aarau, Schanzweg 7, CH-5000 Aarau, Switzerland;5. Universitätsspital, Pneumologie, Basel CH, Petersgraben 4, CH-4031 Basel, Switzerland |
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| Abstract: | The general public perception is that service quality among US airlines has declined significantly since deregulation, however, there is continuing debate among experts on the effect of deregulation on safety quality. Unlike safety quality, service quality is more visible to the traveling public. It is not clear, however, whether service quality is a good indicator of safety quality. We addressed this issue by examining the service and safety quality of 20 US regional carriers for 1991–1997. Service and safety rates were calculated for each carrier. Then carriers were ranked on service and safety quality. Spearman's rho correlations were calculated on these lists. The results indicate that for four of these seven years the Spearman's rho was significant indicating that service quality is an excellent indicator of overall safety quality among US national and regional carriers. |
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