Title

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

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Full-text Version

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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.