Customer satisfaction and service quality in the Chinese airline industry |
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Institution: | 1. School of Economics and Management, Anhui Normal University, Wuhu 241000, China;2. School of International Trade and Economics, University of International Business and Economics, Beijing 100029, China;3. Sauder School of Business, University of British Columbia, Vancouver, BC V6T 1Z2, Canada |
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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. |
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Keywords: | Customer satisfaction Complaints On-time performance Baggage mishandling |
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