This study examined whether corporate travel planners performed any kind of evaluation among their clients and in that case what that evaluation revealed about the different air lines' performance. A questionnaire was sent out to 100 members of National Business Travel Association (NBTA) all over the U.S. In this questionnaire the respondents were asked to answer 10 questions about if and how the evaluated the performance of the airlines. In the survey, 25% of the respondents said that they did not perform any evaluation at all. The most commonly used evaluation method was to hand-out questionnaires which was used by 37.5%. Focus groups were used by 11% of the respondents as an evaluation method. When asked why they did not perform focus groups 40% said it was too time consuming. None of the respondents indicated that it was too expensive or that they did not have the knowledge. When conducting focus groups the most commonly used method was to pick out participators from a frequent flier list provided by the airlines. The top issued brought up in their evaluation whether they used focus groups or any other kind of evaluation method, was arrival time of the airlines. The highest rated U. S carrier was USAir followed by United and the highest rated transatlantic carrier was British Airways followed by SAS.

Library of Congress Subject Headings

Business travel--Management; Airlines--Evaluation

Publication Date


Document Type


Department, Program, or Center

School of Food, Hotel and Tourism Management (CAST)


Stockham, Edward

Advisor/Committee Member

Steffens, Edward

Advisor/Committee Member

Marecki, Richard


Note: imported from RIT’s Digital Media Library running on DSpace to RIT Scholar Works. Physical copy available through RIT's The Wallace Library at: HD38 .L357 1993


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