Historically, research ranking the major commercial air carriers in the U.S. has been based on subjective perceptions, satisfaction, and attitudes. Building upon 21 years of work with the Airline Quality Rating (AQR), the present study moves beyond basic descriptive information of air travelers to identify patterns and relationships in the way consumers view this technologically advanced environment. Development of such a model allows key players in the industry to improve their understanding of the prime drivers and perceptions of passenger behavior. Implementation of a subjective element, the Wong-Baker Faces Pain Scale, will allow frequent fliers the ability to codify their feelings and emotions towards airline flying experiences. A crucial connection will be made between subjective perceptions measured through survey responses, and the formula-driven Airline Quality Rating; a graphic reference of each airline’s perceived quality will be offered in the form of an emotional face.
Bowen, D. E.,
& Bowen, D. D.
(2013). Giving a Face to Airline Customer Satisfaction: A Graphic Approach. 17th International Symposium on Aviation Psychology, 243-248.