Table 2: Instrument for Measuring Airline Service Abbreviation

Quality Service Quality Parameters

Tangibility – Legacy Support Services
1 Visually Appealing VAPF
Physical Facilities
2 Vast Sales and Support VSSN
Network
3 Vast Network of VND
Destinations
Tangibility – Additional LCC Support Services
4 Economical Airfare and EADS
Discount Schemes
5 Web-site and Call Center WCCU
usage
Tangibility – Flight
6 Modern Aircraft with up- MAUF
to-date Facilities
7 Neat Well Dressed and VAS
Visually Appealing Staff
8 Seat in Flight of Choice SFC
9 Hassle free Check-in and HCB
Boarding
10 Efficient Baggage EBHM
Handling Mechanism
11 Excellent Quality In- EQIS
Flight Services
12 Multiple Meal Options of MMO
High Quality
Reliability
13 Special Need Customers SNC
14 Problems due to Critical PCI
Incidents
15 Meet Time Commitment MTC
16 Keep Error Free Records EFR
17 Perform Service right the PSRF
first time
Responsiveness
18 Prompt Service to PSC
Customers
19 Always Willing to Help AWHC
Customers
20 Staff Behavior should SBIC
Instill Confidence
21 Keep Customer informed CITS
 about time of Service
22 Staff never too busy to SNB
respond to customer's
request
Assurance
23 Safe Planes and Facilities SPF
During Journey
24 Consistently Courteous CCS
Staff
25 Knowledge to Answer KACQ
Customers' Queries
26 Individual Attention to IAC
Customer
Empathy
27 Staff gives Personal PAC
Attention to Customer
28 Customer's Best Interest CBIH
at Heart
29 Understand Specific USNC
Needs of Customers
30 Convenient Flight CFS
Schedules
31 Overall Satisfaction OSA
with the Airline