Influence of the state-owned airlines on passenger satisfaction

López-Bonilla, Jesús Manuel and López-Bonilla, Luis Miguel

Journal of Air Transport Management, 2008, vol. 14, issue 3, 143-145

Abstract: Over the last three decades there have been major liberalizations in the economic regulatory of the airline industry. This paper investigates whether state-owned airlines exhibit poorer service levels than privately owned airlines by examining such things as check-in, information service, courtesy, seat space, comfort, food service, in-flight entertainment services, delays, overbooking, positive word-of-mouth communication, and overall satisfaction. The results show that state-owned airlines offer lower satisfaction levels than private airlines and mixed ownership carriers.

Keywords: Airline service; Public ownership; Passenger satisfaction; Customer (search for similar items in EconPapers)
Date: 2008
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Persistent link: https://EconPapers.repec.org/RePEc:eee:jaitra:v:14:y:2008:i:3:p:143-145

DOI: 10.1016/j.jairtraman.2008.03.002

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