This paper examines the service quality attributes of airlines with regard to their effect on customer satisfaction in a cross-cultural context. The applicability of a modified Servqual instrument as a means of measuring customers' perceptions and expectations is explored using respondents from...

Most processes involve more than one process/product output variable, multiple process input/regulatory variables, and a category of noise variables, which consists of factors not considered in the model, or those external to the process. Since output variables are not necessarily independent of...