An investigation of airline service quality and passenger satisfaction - the case of China Eastern Airlines in Wuhan region
by Hongwei Jiang
International Journal of Aviation Management (IJAM), Vol. 2, No. 1/2, 2013

Abstract: In a highly competitive circumstance the provision of high quality service satisfied by passengers is the core competitive advantage for an airline's profitability and sustained development. The purpose of this paper is to investigate the impact of service quality on passenger satisfaction by using China Eastern Airlines (CEA) as a case study. Surveys were conducted for CEA's domestic passengers at Wuhan Tianhe International Airport in China. The results show that there isn't a significant difference between the passengers' expectations of desired airline service quality of CEA and its actual service quality, and the quality of airline service is important to the improvement of the level of passenger satisfaction for CEA. The results also show that there is a significant difference between the expectations of airline service quality for different travel groups: business, tourist, and VFR (visiting friends/relatives), and that there are no significant differences between the passengers' expectation of staff's quality of CEA and its actual quality. The results of this paper imply that CEA should consider improving service quality to gain market share rather than providing cheaper air tickets in order to complete both its domestic and international counterparts.

Online publication date: Wed, 30-Jul-2014

The full text of this article is only available to individual subscribers or to users at subscribing institutions.

 
Existing subscribers:
Go to Inderscience Online Journals to access the Full Text of this article.

Pay per view:
If you are not a subscriber and you just want to read the full contents of this article, buy online access here.

Complimentary Subscribers, Editors or Members of the Editorial Board of the International Journal of Aviation Management (IJAM):
Login with your Inderscience username and password:

Username:        Password:          Forgotten your password?

Want to subscribe?
A subscription gives you complete access to all articles in the current issue, as well as to all articles in the previous three years (where applicable). See our Orders page to subscribe.

If you still need assistance, please email subs@inderscience.com