Bin Taliah Abdelrahman Rashid, Zervopoulos Panagiotis D
University of Sharjah, College of Business Administration, Sharjah, United Arab Emirates.
University of Sharjah, Department of Management, Sharjah, United Arab Emirates.
Heliyon. 2023 Sep 22;9(10):e20391. doi: 10.1016/j.heliyon.2023.e20391. eCollection 2023 Oct.
A balanced panel of 83 airlines during 2011-2019, classified into (a) high perceived service quality and (b) low perceived service quality, was incorporated into the Bayesian meta-frontier framework. Our findings were obtained from applying a novel method to data sourced from the ICAO Data+ and Skytrax databases. We obtained consistent efficiency and meta-technology efficiency estimates, shedding light on airlines' business models, products, and services to improve their efficiency and customer satisfaction. Specifically, we did not identify a trade-off between customer satisfaction and airline efficiency. However, larger firms were more likely to achieve this dual objective. Airlines classified as having high service quality reported greater allocative inefficiency than their low-quality service counterparts. During periods with or without minor external shocks (e.g., 2011-2019), airlines could offer premium products at reasonable prices or with a better quality and cost-of-service balance (e.g., premium economy cabins, extra legroom, inflight entertainment, and Internet).
一个由83家航空公司组成的平衡面板在2011年至2019年期间被纳入贝叶斯元前沿框架，这些航空公司被分为(a)高感知服务质量和(b)低感知服务质量两类。我们的研究结果是通过将一种新颖的方法应用于来自国际民航组织Data+和Skytrax数据库的数据而获得的。我们获得了一致的效率和元技术效率估计值，这有助于揭示航空公司的商业模式、产品和服务，以提高其效率和客户满意度。具体而言，我们没有发现客户满意度和航空公司效率之间存在权衡。然而，较大的公司更有可能实现这一双重目标。被归类为高服务质量的航空公司报告的配置效率低于低质量服务的同行。在有或没有轻微外部冲击的时期（例如2011年至2019年），航空公司可以以合理的价格提供高端产品，或者在质量和服务成本之间取得更好的平衡（例如高端经济舱、额外的腿部空间、机上娱乐和互联网）。
