Customer satisfaction and service quality in the Chinese airline industry

Research output: Journal PublicationsJournal Article (refereed)peer-review

51 Citations (Scopus)


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.
Original languageEnglish
Pages (from-to)102-107
Number of pages6
JournalJournal of Air Transport Management
Early online date25 Dec 2013
Publication statusPublished - Mar 2014


  • Baggage mishandling
  • Complaints
  • Customer satisfaction
  • On-time performance

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