Quality assessment of airline baggage handling systems using SERVQUAL and BWM

Jafar Rezaei*, Oshan Kothadiya, Lori Tavasszy, Maarten Kroesen

*Corresponding author for this work

Research output: Contribution to journalArticleScientificpeer-review

155 Citations (Scopus)
61 Downloads (Pure)


The baggage handling system is a crucial part of ground handling operations, which significantly contributes to the overall satisfaction of passengers. Although several studies have investigated airline service quality, little attention has been paid to this crucial part of the system. This study proposes the SERVQUAL model to assess the perceived quality of service for the baggage handling system. A literature review provides a list of criteria per dimension of the SERVQUAL model. The best worst method (BWM) is used to calculate the weights of the criteria. The data for the BWM are collected via a sample of passengers from different nationalities. It is found that ‘reliability’ is perceived as the most important dimension followed by ‘responsiveness’. The ‘assurance’ criterion is third closely followed by ‘tangibles’ and lastly ‘empathy’. A cluster analysis further sheds light on how passengers might have different service quality priorities.

Original languageEnglish
Pages (from-to)85-93
Number of pages9
JournalTourism Management
Publication statusPublished - 2018

Bibliographical note

Green Open Access added to TU Delft Institutional Repository ‘You share, we take care!’ – Taverne project https://www.openaccess.nl/en/you-share-we-take-care Otherwise as indicated in the copyright section: the publisher is the copyright holder of this work and the author uses the Dutch legislation to make this work public.


  • Baggage handling
  • Best worst method
  • BWM
  • Quality


Dive into the research topics of 'Quality assessment of airline baggage handling systems using SERVQUAL and BWM'. Together they form a unique fingerprint.

Cite this