Service Quality, Passenger Expectations and Profitability in the Chinese Airline Industry

Clement Kong Wing Chow and Michael Ka Yiu Fung

A chapter in Airline Economics in Asia, 2018, vol. 7, pp 169-194 from Emerald Group Publishing Limited

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.

Keywords: customer expectation of service quality; customer complaints; on-time performance of scheduled flights; L25; L90; L93 (search for similar items in EconPapers)
Date: 2018
References: Add references at CitEc
Citations:

Downloads: (external link)
https://www.emerald.com/insight/content/doi/10.110 ... d&utm_campaign=repec (text/html)
https://www.emerald.com/insight/content/doi/10.110 ... 2-160920180000007010
https://www.emerald.com/insight/content/doi/10.110 ... d&utm_campaign=repec (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:eme:aiaezz:s2212-160920180000007010

DOI: 10.1108/S2212-160920180000007010

Access Statistics for this chapter

More chapters in Advances in Airline Economics from Emerald Group Publishing Limited
Bibliographic data for series maintained by Emerald Support ().