Southwest Airlines has consistently had one of the best on-time performance records in the airline industry.A critical factor in Southwest's success has been its use of second tier airports such as Midway in Chicago,Hobby in Houston,City in Detroit,and Ontario in Los Angeles.These lower traffic airports allow Southwest to have a faster turnaround for its airplanes so they spend a greater percentage of their time in the air.Seventy percent of Southwest's flights have a turnaround time of 15 minutes.Southwest Airline's on-time performance reflects the _____ dimension of service quality.
A) Reliability
B) Responsiveness
C) Assurance
D) Empathy
E) Tangibles

Question

Quizplus · Accepted Answer

Southwest's success in consistently having one of the best on-time performance records in the industry is a reflection of its reliability dimension of service quality. Reliability refers to the ability to perform the promised service dependably and accurately. Southwest's use of second tier airports allows them to have a faster turnaround time for airplanes, leading to a greater percentage of time in the air and thus, dependable and accurate service.

Southwest Airlines Has Consistently Had One of the Best On-Time