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An investigation of in flight service quality of Chinese carriers in Australia-China market

Author

Listed:
  • Hongwei Jiang

    (RMIT University, Melbourne, Australia)

  • Chrystal Zhang

    (Swinburne University of Technology, Melbourne, Australia)

  • Gan Xiao

    (Shanghai Jiao Tong University, Shanghai, China)

  • He Ren

    (The Commercial Aircraft Corporation of China, Shanghai, China)

  • Xi Chen

    (The Commercial Aircraft Corporation of China, Shanghai, China)

Abstract

Provision of high quality service in a competitive environment is a core competitive advantage for airline’s profitability and sustainable growth. The purpose of this paper is to investigate the in-flight service quality of major Chinese airlines including Air China, China Southern Airlines, China Eastern Airlines, and Sichuan Airlines operating between Australia and China. Surveys were distributed to passengers at Melbourne airport. The results show that there are no significant differences between the in-flight service quality of these four carriers. Lower air fare remains the most significant factor influencing passengers’ airline preferences. The findings suggest that airlines should consider improving service quality to gain competitive advantages rather than providing cheaper air tickets.

Suggested Citation

  • Hongwei Jiang & Chrystal Zhang & Gan Xiao & He Ren & Xi Chen, 2017. "An investigation of in flight service quality of Chinese carriers in Australia-China market," Journal of Administrative and Business Studies, Professor Dr. Usman Raja, vol. 3(2), pages 77-89.
    • Handle: RePEc:apb:jabsss:2017:p:77-89
    DOI: 10.20474/jabs-3.2.3
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    References listed on IDEAS

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    Cited by:

    1. Alsini, Ibrahim, 2017. "Investigating Effects Of Perceived Service Quality On Overall Service Quality And Customer Satisfaction: Case Of Saudi Airlines," Journal of Tourism, Sustainability and Well-being, Cinturs - Research Centre for Tourism, Sustainability and Well-being, University of Algarve, vol. 5(4), pages 463-470.
    2. Sarah Salsabila Hartono, 2019. "The Effect of Expected and Perceived Service Quality on Customer Satisfaction: Optical Retail in Indonesia," International Journal of Business and Administrative Studies, Professor Dr. Bahaudin G. Mujtaba, vol. 5(4), pages 186-198.

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