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 and how the customer complaints affect the financial performance of carriers. By using a quarterly balanced panel data set covering six large listed 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. An increase in customer complaint reduces the yield measured as revenue per revenue ton kilometer (RTK) of carriers.
Original language | English |
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Title of host publication | Airline Economics in Asia |
Editors | Xianwen FU, James PEOPLE |
Publisher | Emerald Group Publishing Ltd. |
Chapter | 9 |
Pages | 169-194 |
Number of pages | 26 |
Volume | 7 |
ISBN (Electronic) | 9781787545656 |
ISBN (Print) | 9781787545663 |
DOIs | |
Publication status | Published - Nov 2018 |
Publication series
Name | Advances in Airline Economics |
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Volume | 7 |
ISSN (Print) | 2212-1609 |
Bibliographical note
Publisher Copyright:© 2019 by Emerald Publishing Limited.
Keywords
- Customer complaints
- Customer expectation of service quality
- On-time performance of scheduled flights