Title

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

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

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Full-text Version

Publisher’s Version

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