What do Chinese passengers expect from domestic airlines?
Paper
Paper/Presentation Title | What do Chinese passengers expect from domestic airlines? |
---|---|
Presentation Type | Paper |
Authors | |
Author | Zhang, Yahua |
Editors | Middleton, Jason |
Journal or Proceedings Title | Proceedings of the 15th Annual Air Transport Research Society Conference (ATRS 2011) |
ERA Conference ID | 50213 |
Number of Pages | 16 |
Year | 2011 |
Place of Publication | Vancouver, BC. Canada |
Web Address (URL) of Paper | http://www.atrsworld.org |
Conference/Event | ATRS 2011: 15th Annual Air Transport Research Society Conference |
Air Transport Research Society world conference | |
Event Details | ATRS 2011: 15th Annual Air Transport Research Society Conference Event Date 29 Jun 2011 to end of 02 Jul 2011 Event Location Sydney, Australia |
Event Details | Air Transport Research Society world conference ATRS |
Abstract | It is well understood that apart from low fares, passengers today also value convenience and other service aspects such as departure and arrival times and check-in queue time. This paper seeks to investigate the passenger expectations of services in China’s domestic air market and how they evaluate some important airline service attributes in the stated choice experiments. Using the Likert scale data and the stated preference data, this paper first identifies the order of importance of the service items from the point of ticket purchase to the point of arrival baggage claim and then elicits the values that Chinese passengers place on schedule delay, punctuality and the size of network. Not surprisingly, safety was rated as the most important out of the 16 items. Chinese passengers have very low tolerance on flight delays and mishandling of their baggage. Interestingly, the size of fleet and the Frequent Flyer Programs are not considered as very important issues. This research also shows that Chinese airlines have failed to establish a strong brand reputation among passengers, and that consumers are willing to pay a high amount of money to avoid schedule delay and to fly with airlines with improved punctuality, especially when the travel is for business purpose. This research has significant implications for both large and small carriers in the design of non-price competition strategies. |
Keywords | China; airports; efficiency; domestic flights; airlines; passenger expectations; Likert scale |
ANZSRC Field of Research 2020 | 350602. Consumer-oriented product or service development |
520105. Psychological methodology, design and analysis | |
380117. Transport economics | |
Public Notes | No evidence of copyright restrictions preventing deposit. |
Byline Affiliations | School of Accounting, Economics and Finance |
University of New South Wales | |
Institution of Origin | University of Southern Queensland |
https://research.usq.edu.au/item/q149x/what-do-chinese-passengers-expect-from-domestic-airlines
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