Title

On-time performance, passenger expectations and satisfaction in the Chinese airline industry

Document Type

Journal article

Source Publication

Journal of Air Transport Management

Publication Date

8-1-2015

Volume

47

First Page

39

Last Page

47

Keywords

Customer complaints, Customer expectation of service quality, On-time performance of scheduled flights

Abstract

Service quality has become an important area for competition among Chinese carriers. This paper focuses on studying the relationship between customer satisfaction measured by customer complaints and their expectation of the on-time performance of Chinese carriers. By using a monthly balanced panel data set covering nine large and medium carriers, the empirical results show that an increase in actual on-time performance reduces customer complaints. However, an increase in expected on-time performance significantly raises customer complaints. In addition, although customer complaints are negatively related to the deviations between actual and expected on-time performance, our Wald tests do not support the model of the deviations between actual and expected on-time performance. Listed carriers receive significantly lower customer complaints compared with non-listed carriers. Furthermore, poor weather also affects customer complaints as an increase in rainfall or a decrease in temperature raises customer complaints.

DOI

10.1016/j.jairtraman.2015.04.003

Print ISSN

09696997

E-ISSN

18732089

Publisher Statement

Copyright © 2015 Elsevier Ltd

Access to external full text or publisher's version may require subscription.

Full-text Version

Publisher’s Version

Recommended Citation

Chow, C. K. W. (2015). On-time performance, passenger expectations and satisfaction in the Chinese airline industry. Journal of Air Transport Management, 47, 39-47. doi: 10.1016/j.jairtraman.2015.04.003