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Airline Ratings Put SW And SQ On Top.

Sat Apr 29, 2000 5:08 am

Study finds Singapore Airlines,Southwest Airlines soaring
by Business Week - April 28, 2000

ROCHESTER, NY -- According to a new study of airline reputations, Southwest Airlines, Delta Air Lines, Singapore Airlines and Deutsche Lufthansa are soaring above the competition.

By measuring the attitudes of over 20,000 consumers, the Airline Reputation Quotient (RQ) study rates domestic and foreign airlines on issues ranging from safety and trust to customer service and food. The RQ study was designed and
conducted by the Reputation Institute, a private research organization dedicated to advancing knowledge about corporate reputations, and

Using Harris Interactive's database of online respondents, 20,867 U.S. adults were asked to rate 25 airlines on over 20 items. According to their RQs, the top-ranked domestic and foreign airlines are:
Domestic Airlines RQ
1 Southwest Airlines 75.0
2 Delta Airlines 70.0
3 AMR Corp. (American) 69.5
4 UAL Corp. (United) 67.2
5 Continental Airlines 66.0
6 Northwest Airlines 65.9
7 America West Holdings 64.8
8 Trans World Airlines (TWA) 63.3
9 US Airways Group 62.9
10 Alaska Air Group 61.6

Foreign Airlines RQ
1 Singapore Airlines 80.3
2 Deutsche Lufthansa 74.7
3 Scandinavian Airlines System 74.4
4 KLM Royal Dutch Airlines 74.1
5 Qantas Airways Limited 73.1
6 British Airways 72.5
7 Virgin Atlantic Airways 72.3
8 SAirGroup (SwissAir) 72.0
9 Japan Airlines Company (JAL) 69.6
10 Air Canada 68.8
11 All Nippon Airways Co. 67.6
12 Societe Air France 65.9
13 Alitalia 64.5
14 Iberia 60.3
15 Korean Air Lines 54.5

Statistical analysis of the data shows that consumers rate airlines primarily on their perceptions of each airline's service quality, reliability, management strength, workplace, and growth prospects.



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