Service quality improvement : making it really work

A study by British Airways among their customers shows that the following quality factors are most central to the customer's perception of quality, all of them having to do with how the employees treat the travellers. The quality factors are: attention and consideration; spontaneity; ability to solve problems; and, recovery. This framework is also applicable to other forms of transportation, e.g. buses and trains. The author presnts 13 propositions on service quality which can be regarded as a guide to new service development with built-in quality.