Transportation Quality, Customer Satisfaction and Financial Performance

This paper examines the relationship between transportation quality, customer satisfaction and profitability. Specifically, this study simultaneous asynchronous effect of quality services on financial performance then performs same examination in relation to performance. The partial least squares approach structural equation modelling is used examine longitudinal data from 1995 2018 US airline industry. findings suggest that low service has adverse effects performance, while impact Airline industry mixed. authors found significant full-service airlines but not low-cost airlines. Surprisingly, no direct