On-time performance, passenger expectations and satisfaction in the Chinese airline industry

Chow, Clement Kong Wing

doi:10.1016/j.jairtraman.2015.04.003

Cited by 55 publications

(35 citation statements)

References 20 publications

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“…Industry i o n a l J o u r n a l o f C o n t e m p o r a r y H o s p i t a l i t y M a n a g e m 5 A growing amount of research has focused on the relationship between service quality and customer satisfaction and loyalty in the airline industry (e.g. Ostrowski et al, 1993;Curry and Gao, 2012;Chen and Hu, 2013;Namukasa, 2013;Chow, 2014Chow, , 2015.…”

Section: Service Qualitymentioning

confidence: 99%

“…Researchers have also established that airline service quality is directly related to passenger loyalty and passengers' choice of airlines (Ostrowski et al, 1993;Taylor and Barker, 1994;Park et al, 2005Park et al, , 2006Chen, 2008;Jou et al, 2008;Chiou and Chen, 2012;Hussain, 2016). When passengers are satisfied, they tend to repurchase the airlines' services, which not only leads to increased brand loyalty but also to a reduction in the number of complaints (Chow, 2015). Airlines that provide better services than their competitors are able to build a solid foundation of customer loyalty (Curry and Gao, 2012).…”

Section: Service Quality In the Airlinementioning

confidence: 99%

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Airline passengers’ perceptions of service quality: themes in online reviews

Brochado

Rita

Oliveira

et al. 2019

IJCHM

100

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Purpose This paper aims to identify the main themes shared in online reviews by airline travellers, as well as which of these themes were linked with higher and lower value for money ratings. Design/methodology/approach The research used mixed content analyses (i.e. quantitative and qualitative) to examine 1,200 reviews of six airline companies shared by airline travellers in a social media platform. Findings The analyses revealed nine themes in descriptions of airline travel experiences. These are the core services during “flights”, “airport” operations, crew and ground “staff”, ticket “classes”, “seats”, inflight “services”, “entertainment”, overall experiences of “airlines” and post-purchase recommendations of with which companies to “fly”. Low value for money ratings are linked with the “airport” and “flights” themes. Originality/value The results offer useful insights into airline travellers’ overall experiences based on social media information and facilitate the identification of the main themes linked with different value for money ratings.

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Section: Service Qualitymentioning

confidence: 99%

Section: Service Quality In the Airlinementioning

confidence: 99%

Airline passengers’ perceptions of service quality: themes in online reviews

Brochado

Rita

Oliveira

et al. 2019

IJCHM

100

View full text Add to dashboard Cite

show abstract

“…Although this was not focused on airline and in-flight service, the approach was the same, and it is worth mentioning that the analysis indicated three major variables considered by passengers when choosing airports -the location of the airport in the region, access time to airport and frequency of f light. Results obtained by Chow (2015) are showing the existence of the strong relationship between on-time performance and customer complaints. Another research (Rhoades and Waguespack Jr, 2008) is highlighting the importance of airlines to provide reliable and timely service, while government decisions and infrastructure needs should also be included as significant factors.…”

Section: Literature Reviewmentioning

confidence: 93%

Improving the Passenger Feedback Process in Airline Industry

2019

IJTTE

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This paper analyses feedback process in airline industry, focus on currently available tools and use findings from both literature review and survey to propose recommendations for improvement. Airlines are using gathered information to align their commercial strategies and improve services and operations. Considering existing feedback mechanisms, the question arises how to improve the overall feedback process in order to obtain more relevant insights from the passengers. Research in this paper was conducted in two phases. In phase one, current feedback processes and tools were analyzed and findings are presented in a form of a literature review. In phase two, survey was commenced in the period Oct 2018-Feb 2019 and a 200 responses were gathered. Literature review indicated that airlines need to have a reliable way of collecting and analyzing feedback, and that passengers are expecting transparent behavior of airline, personalized and high quality service. Main points of the survey results analysis indicated that frequency of travel is not associated with whether the passenger will leave feedback or not and that membership in loyalty programs is associated with whether the passenger will leave feedback or not.

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“…We consider the flight day as another measurement for PSL. Schedule design tries to start flights as soon as possible [8]. A proper schedule design can be a competitive advantage in the airline industry, increasing the passengers' satisfaction.…”

Section: Proposed Minlp Modelmentioning

confidence: 99%

Exploring Energy Efficiency and Service Quality of Airlines with Cruise Speed Control

Gholami

Jalalian

Ramezanian

2016

IJOR

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In the past decade, fuel consumption and CO2 emission have increased in the airline industry. Large CO2 footprint has a damaging effect on the environment. Global concerns over this issue have made the airline industry to be greener. Most efforts of the green airline industry are improving the fuel consumption to reduce the CO2 emission and its environmental damage. Here, we use cruise speed control to control the fuel consumption and CO2 emission. Each aircraft has a different speed level needing a different fuel consumption. Service quality is studied besides the energy consumption. We investigate two objectives including total energy consumption (TEC) and passenger service level (PSL). TEC and PSL are conflicting in nature. We develop a mixed-integer nonlinear programming model to integrate schedule design, aircraft assignment and maintenance routing problems. We make use of the augmented ε-constraint method to solve the problem. To evaluate the model, a real data based on the Emirates airline flights is used. The results are compared using four different scenarios.Gholami, Jalalian and Ramezanian environment [39]. Also, there is a limit on CO2 emission in some countries [10]. Therefore, the airline industry tries to be eco-friendly and greener to reduce the damaging environmental effect. Green consideration has an economic benefit besides the positive environmental effects. Green efforts reduce the fuel consumption and CO2 emission in the airline industry. In this way, the fuel cost is reduced. Therefore, managers can price flight ticket at a lower rate. High prices have negative effects on customer loyalty [25], but low prices can attract more passengers and increases the market share. Green efforts can increase revenues by reducing costs and ticket prices. Also, positive publicity of green airlines encourages passengers to pay more for green flights as they pay more for better services [19]. Service quality is another important element to attract passengers. Improving the service level increases passengers' satisfaction and loyalty.Many researchers in operational research took advantage of optimization problems to reduce costs [9]. Results of operational research in the airline problems including schedule design, aircraft assignment and maintenance routing have proven to be effective for the industry [4]. We propose a new bi-objective mixed-integer nonlinear programming (MINLP) model to integrate schedule design, aircraft assignment and maintenance routing problems. We focus on total energy consumption and passenger service level as two conflicting objectives. We consider cruise speed control to overcome the conflict. Not having an effective model may lead to catastrophic damages. For example, an accident occurred for the Brazilian football players while traveling from Brazil to Colombia killing 72 passengers. The accident was due to inappropriate aircraft assignment to the flight. Aircraft fuel tank capacity was not enough for the flight. Therefore, the fuel finished before aircraft reached the destination...

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On-time performance, passenger expectations and satisfaction in the Chinese airline industry

Cited by 55 publications

References 20 publications

Airline passengers’ perceptions of service quality: themes in online reviews

Airline passengers’ perceptions of service quality: themes in online reviews

Improving the Passenger Feedback Process in Airline Industry

Exploring Energy Efficiency and Service Quality of Airlines with Cruise Speed Control

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