On-time performance, passenger expectations and satisfaction in the Chinese airline industry

Research output: Journal PublicationsJournal Article (refereed)

11 Citations (Scopus)

Abstract

Service quality has become an important area for competition among Chinese carriers. This paper focuses on studying the relationship between customer satisfaction measured by customer complaints and their expectation of the on-time performance of Chinese carriers. By using a monthly balanced panel data set covering nine large and medium carriers, the empirical results show that an increase in actual on-time performance reduces customer complaints. However, an increase in expected on-time performance significantly raises customer complaints. In addition, although customer complaints are negatively related to the deviations between actual and expected on-time performance, our Wald tests do not support the model of the deviations between actual and expected on-time performance. Listed carriers receive significantly lower customer complaints compared with non-listed carriers. Furthermore, poor weather also affects customer complaints as an increase in rainfall or a decrease in temperature raises customer complaints.
Original languageEnglish
Pages (from-to)39-47
Number of pages9
JournalJournal of Air Transport Management
Volume47
DOIs
Publication statusPublished - Aug 2015

Fingerprint

airline industry
Customer satisfaction
Rain
complaint
customer
industry
performance
Industry
Temperature
panel data
time
Customer complaints
Airline industry
weather
rainfall
temperature

Keywords

  • Customer complaints
  • Customer expectation of service quality
  • On-time performance of scheduled flights

Cite this

@article{d04f6757deb74ba68ad7e7b01619c07c,
title = "On-time performance, passenger expectations and satisfaction in the Chinese airline industry",
abstract = "Service quality has become an important area for competition among Chinese carriers. This paper focuses on studying the relationship between customer satisfaction measured by customer complaints and their expectation of the on-time performance of Chinese carriers. By using a monthly balanced panel data set covering nine large and medium carriers, the empirical results show that an increase in actual on-time performance reduces customer complaints. However, an increase in expected on-time performance significantly raises customer complaints. In addition, although customer complaints are negatively related to the deviations between actual and expected on-time performance, our Wald tests do not support the model of the deviations between actual and expected on-time performance. Listed carriers receive significantly lower customer complaints compared with non-listed carriers. Furthermore, poor weather also affects customer complaints as an increase in rainfall or a decrease in temperature raises customer complaints.",
keywords = "Customer complaints, Customer expectation of service quality, On-time performance of scheduled flights",
author = "CHOW, {Kong Wing, Clement}",
year = "2015",
month = "8",
doi = "10.1016/j.jairtraman.2015.04.003",
language = "English",
volume = "47",
pages = "39--47",
journal = "Journal of Air Transport Management",
issn = "0969-6997",
publisher = "Elsevier Ltd",

}

On-time performance, passenger expectations and satisfaction in the Chinese airline industry. / CHOW, Kong Wing, Clement.

In: Journal of Air Transport Management, Vol. 47, 08.2015, p. 39-47.

Research output: Journal PublicationsJournal Article (refereed)

TY - JOUR

T1 - On-time performance, passenger expectations and satisfaction in the Chinese airline industry

AU - CHOW, Kong Wing, Clement

PY - 2015/8

Y1 - 2015/8

N2 - Service quality has become an important area for competition among Chinese carriers. This paper focuses on studying the relationship between customer satisfaction measured by customer complaints and their expectation of the on-time performance of Chinese carriers. By using a monthly balanced panel data set covering nine large and medium carriers, the empirical results show that an increase in actual on-time performance reduces customer complaints. However, an increase in expected on-time performance significantly raises customer complaints. In addition, although customer complaints are negatively related to the deviations between actual and expected on-time performance, our Wald tests do not support the model of the deviations between actual and expected on-time performance. Listed carriers receive significantly lower customer complaints compared with non-listed carriers. Furthermore, poor weather also affects customer complaints as an increase in rainfall or a decrease in temperature raises customer complaints.

AB - Service quality has become an important area for competition among Chinese carriers. This paper focuses on studying the relationship between customer satisfaction measured by customer complaints and their expectation of the on-time performance of Chinese carriers. By using a monthly balanced panel data set covering nine large and medium carriers, the empirical results show that an increase in actual on-time performance reduces customer complaints. However, an increase in expected on-time performance significantly raises customer complaints. In addition, although customer complaints are negatively related to the deviations between actual and expected on-time performance, our Wald tests do not support the model of the deviations between actual and expected on-time performance. Listed carriers receive significantly lower customer complaints compared with non-listed carriers. Furthermore, poor weather also affects customer complaints as an increase in rainfall or a decrease in temperature raises customer complaints.

KW - Customer complaints

KW - Customer expectation of service quality

KW - On-time performance of scheduled flights

UR - http://commons.ln.edu.hk/sw_master/2182

UR - https://www.scopus.com/inward/record.uri?eid=2-s2.0-84927758673&doi=10.1016%2fj.jairtraman.2015.04.003&partnerID=40&md5=43b925badabebb57a9fa56182b428d79

U2 - 10.1016/j.jairtraman.2015.04.003

DO - 10.1016/j.jairtraman.2015.04.003

M3 - Journal Article (refereed)

VL - 47

SP - 39

EP - 47

JO - Journal of Air Transport Management

JF - Journal of Air Transport Management

SN - 0969-6997

ER -