Customer satisfaction and the financial performance of Chinese airlines
Document Type
Journal article
Source Publication
International Journal of Management Theory and Practices
Publication Date
8-1-2015
Volume
16
Issue
1
First Page
55
Last Page
68
Keywords
customer satisfaction, complaints, on-time performance of scheduled flights, baggage mishandling and profitability of carriers
Abstract
This paper focuses on studying the relationship between customer satisfaction measured by customer complaints and the financial performance of Chinese carriers. The financial performance is measured by using the revenue to operating cost ratio, operating profit and net profit to cost ratios of the carriers. The empirical results show that delayed baggage has a negative and significant effect on customer complaints. Rainfall and temperature have positive and negative effects on complaints respectively. Customer complaints have a negative and statistically significant effect on all the three measures of financial performance of carriers. These results are in fact consistent with our expectation that customer satisfaction is indeed relevant for the financial performance of carriers. They also provide support for the carriers to put in their resources to improve their service quality in order to yield a higher customer satisfaction as it can actually raise their profitability in the end.
Print ISSN
15325679
Publisher Statement
Copyright © International Journal of Management Theory and Practice 2015
Access to external full text or publisher's version may require subscription.
Full-text Version
Publisher’s Version
Language
English
Recommended Citation
Chow, C. K. W. (2015). Customer satisfaction and the financial performance of Chinese airlines. International Journal of Management Theory and Practices, 16(1), 55-68.