Thesis (M.A.)--University of Hong Kong, 1994. / Includes bibliographical references (leaves 107-108).

Thesis (M.A.)--University of Hong Kong, 1994. / Includes bibliographical references. Also available in print.

Thesis (M.Soc.Sc.)--University of Hong Kong, 1989. / Also available in print.

Thesis (doctoral)--Humboldt-Universität, Berlin, 2005. / Includes bibliographical references (p. 367-398).

Since the end of World War II, the service sector has expanded to encompass over 80% of the economy of most developed nations. This places an immense importance on the ability to accurately measure service outputs. However, the most precise method of measuring these outputs is still unclear. This thesis examines Service Quality as a measurement of service outputs, and tests this within an industry-specific context: the low-cost sector of the UK airline industry. This is an industry that has been facing serious challenges since market liberalisation began in 1976. This thesis recognises that offering superior quality may allow airlines to gain a competitive advantage; despite this, there is still no preferred method of measuring Service Quality in this specific context. This PhD therefore examines three methods of Service Quality measurement in the context of the low-cost sector of the UK airline industry: a qualitative method (content analysis), a quantitative survey approach (HiQUAL) and an indexing approach (ALSI). The first study provides an in-depth analysis of the determinants of airline quality through a content analysis study. The second study uses a neglected measurement of Service Quality (HiQUAL) to take a quantitative measurement of Service Quality in the low-cost airline industry. The third study uses measurement (ALSI), an indexing approach, to provide an indication of airline quality. The results of this PhD define the determinants of Service Quality in the low-cost airline industry and confirm the hierarchical nature of Service Quality. This PhD also develops a novel objective metric that represents a shift in ontology from subjective to objective measurements of Service Quality.

D.Com. (Transport Economics) / The international scheduled airfreight industry is showing a major discrepancy when compared to other public transport services namely that the demand and need for it is growing at a lower rate compared to that of passenger transport. Various factors are contributing to this phenomenon ...

There has been very little research in the area of air cargo demand analysis and forecasting. This thesis attempts to investigate the application of gravity models to air cargo. Using international export volumes from Vancouver International Airport in 1998, a gravity model was built. The inclusion of tariffs as an impedance factor allowed testing of the effect of tariffs as predicted by gravity models. The results were consistent with international trade theory that tariffs provide a barrier to international trade. Further, a comparison is made between aggregate and disaggregate models (across commodities). It was found that aggregation eliminates commodity specific characteristics. In using the gravity model, there are two adjustments which need to be made to reduce the bias in the model: firstly, adjustment is necessary to the bias inherent in the constant term of a log-linear model; and a further adjustment is required when forecasting actual levels rather than log levels. Even after adjustments for both types of bias, the gravity model did not produce accurate forecasts. The aggregate model produced better forecasts than the disaggregate model, but both sets of forecasts did not accurately predict the actual volumes transported. This could be as a result of the stable nature of the variables included in the model, which tend to change very slowly over time. Further, it is apparent that other additional explanatory variables should be included in the models to better capture the short-term changes in air cargo. / Business, Sauder School of / Graduate

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