Basfirinci, Cigdem; Mitra, Amitava - In: Journal of Air Transport Management 42 (2015) C, pp. 239-248
scale and the Kano model in a complementary way. The findings reveal that the Servqual gap scores are negative in both USA …. For the Kano model, it is demonstrated that the general structure of the scale is the same for both countries. However …