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The purpose of this paper is to develop and empirically test an extension to the three-column format SERVQUAL instrument to evaluate service quality in airline industry. This article combines the literatures of service quality and air transport quality to develop the conceptual framework. The instrument was tested on a passenger using In-Chon international airport. Valid responses to 192 questionnaires were statistically analyzed. High Cronbach alpha values supported the reliability of the instrument and content / construct validity were demonstrated also. Regression analysis identified relative importance of the quality factors that had significant effects on overall customer satisfaction. Several zones of tolerance about airline service quality were identified for each dimension and attribute. Based on the six dimensions, the practical use of the zones of tolerance for identifying areas of quality shortfall and managing airline service quality was illustrated in this paper. Empirical applications of the three-column SERVQUAL instrument and some methods to suitably evaluate airline service quality were provided.
