Relative severity of air line passenger complaints

Abstract

The attitudes of a sample of 373 air line passengers towards domestic commercial air lines was analysed by the Guttman scale procedure even though the degree of error was slightly greater than allowed by the method. It was found that the intensity function was J-shaped, indicating no real unfavorability towards air lines among the respondents. Generally speaking, the attitude groups with the lowest average amount of flying showed the most favorable attitude. A ranking of the various topics on the basis of number of unfavorable comments agreed quite well with the ranking of topics produced by the scale analysis. (PsycInfo Database Record (c) 2025 APA, all rights reserved)