Customer satisfaction and service quality in the Chinese airline industry
Document Type
Journal article
Source Publication
Journal of Air Transport Management
Publication Date
3-1-2014
Volume
35
First Page
102
Last Page
107
Publisher
Pergamon Press
Keywords
Customer satisfaction, Complaints, On-time performance, Baggage mishandling
Abstract
This paper focuses on studying the relationship between customer satisfaction, measured by customer complaints, and the service quality of Chinese carriers. By using a quarterly unbalanced panel data set covering twelve large and small carriers, our fixed effect Tobit analysis shows that customer complaints rise with increases in the number of damaged bags, but at a declining rate. By contrast, the on-time performance of scheduled flights has no significant effect on customer complaints. Furthermore, non-state or privately owned carriers receive significantly more customer complaints compared with state-owned carriers, and the largest number of complaints are made in the third quarter, which covers the high season of the summer holidays.
DOI
10.1016/j.jairtraman.2013.11.013
Print ISSN
09696997
E-ISSN
18732089
Publisher Statement
Copyright © 2013 Elsevier Ltd
Access to external full text or publisher's version may require subscription.
Full-text Version
Publisher’s Version
Language
English
Recommended Citation
Chow, K. W. C. (2014). Customer satisfaction and service quality in the Chinese airline industry. Journal of Air Transport Management, 35, 102-107. doi: 10.1016/j.jairtraman.2013.11.013