Relationship Between Airline Service Performance and Customer Complaints for Legacy Network Carriers and Low-Cost Carriers in the USA

David McArthur Baker, Ramaprasad Unni and Mohammad Galib
Additional contact information
David McArthur Baker: Tennessee State University
Ramaprasad Unni: Tennessee State University
Mohammad Galib: Tennessee State University

Revista de turism - studii si cercetari in turism / Journal of tourism - studies and research in tourism, 2024, vol. 37, issue 37, 6

Abstract: Complaints to third-party entities like government agencies reflect a high level of customer dissatisfaction. Such complaints in the airline industry typically reflect a failure to redress first-stage complaints and often attract negative publicity. This paper examined the relationship between passenger complaints filed with the U.S. Department of Transportation (DOT) and airline quality from 2006-2019 for leading legacy network carriers and low-cost carriers. Operational performance data (punctuality, oversales, and mishandled baggage) and complaints reported to DOT were used as proxy for airline quality. Regression analysis showed punctuality had a negative effect and oversales had a positive effect on rate of complaints for both types of carriers. Mishandled baggage had no effect on complaint rate for discount carriers and negative effect on complaint rate. Implications of these results are discussed.

Keywords: Consumer; complaints; Service; quality; Airlines (search for similar items in EconPapers)
Date: 2024
References: View references in EconPapers View complete reference list from CitEc
Citations:

Downloads: (external link)
https://revistadeturism.ro/index.php/rdt/article/view/36 (application/pdf)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:scm:rdtusv:v:37:y:2024:i:37:p:6

Access Statistics for this article

Revista de turism - studii si cercetari in turism / Journal of tourism - studies and research in tourism is currently edited by Editura Universitatii Stefan cel Mare din Suceava

More articles in Revista de turism - studii si cercetari in turism / Journal of tourism - studies and research in tourism from "Stefan cel Mare" University of Suceava, Romania, Faculty of Economics and Public Administration - Economy, Business Administration and Tourism Department. Contact information at EDIRC.
Bibliographic data for series maintained by Iulian Condratov ().