Evaluation of Singapore Airlines' inflight service quality using the SERVQUAL model.
Lee, Jeffery Peng Soon.
Lim, Edwin Wee Chiang.
Tan, Sok Cheng.
Date of Issue1999
College of Business (Nanyang Business School)
The study will first attempt to derive a measurement index for SIA inflight service quality. It will also investigate the differences in passengers’ expectation of inflight service quality for various categories of passengers (for example: travel classes, length of flight, nationality). To complete the evaluation, the study would seek to identify SIA inflight service quality problems, examine their causes and suggest means to solve them.
DRNTU::Business::Industries and labor
Final Year Project (FYP)
Nanyang Technological University