IDEAS home Printed from https://ideas.repec.org/a/ibn/ibrjnl/v10y2017i9p73-86.html
   My bibliography  Save this article

Exploration of Customer Complaint Behaviors Toward Macau Low-cost Carriers

Author

Listed:
  • Yang Li
  • Grace Suk Ha Chan
  • Irini Lai Fun Tang

Abstract

In 2015, the number of complaints against airlines in Macau increased considerably. In today’s keen competitive business environment, maintaining a good reputation and positive word-of-mouth within the industry is essential to increase competitiveness. Hence, Macau low-cost carriers should gather more customer feedback to improve their product and service quality. Macau passengers would speak to the management, their friends and family, and media and even choose boycott the companies when they feel dissatisfied with their travel experiences. The present study aimed to investigate the behavior of passengers in Macau toward low-cost carriers. A qualitative approach was adopted using a sample of 20 respondents who had previously submitted complaints to low-cost carriers. Semi-structured questions were asked in the in-depth interview. The results demonstrated the rationale behind the complaints. Perception of complaint behavior of Macau low-cost carriers’ passengers was discovered. Recommendations were proposed to provide insights for industrial practitioners.

Suggested Citation

  • Yang Li & Grace Suk Ha Chan & Irini Lai Fun Tang, 2017. "Exploration of Customer Complaint Behaviors Toward Macau Low-cost Carriers," International Business Research, Canadian Center of Science and Education, vol. 10(9), pages 73-86, September.
    • Handle: RePEc:ibn:ibrjnl:v:10:y:2017:i:9:p:73-86
    as

    Download full text from publisher

    File URL: http://www.ccsenet.org/journal/index.php/ibr/article/view/69254/38128
    Download Restriction: no
    File URL: http://www.ccsenet.org/journal/index.php/ibr/article/view/69254
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Sandy Q. Qu & John Dumay, 2011. "The qualitative research interview," Qualitative Research in Accounting & Management, Emerald Group Publishing Limited, vol. 8(3), pages 238-264, August.
    2. Pels, Eric, 2008. "Airline network competition: Full-service airlines, low-cost airlines and long-haul markets," Research in Transportation Economics, Elsevier, vol. 24(1), pages 68-74.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Paramonovs Sergejs & Ijevleva Ksenija, 2016. "Expert In-depth Interview on Development and Efficiency of “RIGA International Airport” Reflecting Factors," Economics and Business, Sciendo, vol. 28(1), pages 98-105, April.
    2. Francesco Badia & Grazia Dicuonzo & Saverio Petruzzelli & Vittorio Dell’Atti, 2019. "Integrated reporting in action: mobilizing intellectual capital to improve management and governance practices," Journal of Management & Governance, Springer;Accademia Italiana di Economia Aziendale (AIDEA), vol. 23(2), pages 299-320, June.
    3. Zuidberg, Joost, 2019. "Network geographies and financial performances in low-cost carrier versus network carrier competition: The case of Norwegian versus SAS," Journal of Transport Geography, Elsevier, vol. 79(C), pages 1-1.
    4. Urban, Marcia & Hornung, Mirko, 2021. "Mapping causalities of airline dynamics in long-haul air transport markets," Journal of Air Transport Management, Elsevier, vol. 91(C).
    5. Dudás, Gábor & Boros, Lajos & Pál, Viktor & Pernyész, Péter, 2016. "Analysis of the lowest airfares considering the different business models of airlines, the case of Budapest," MPRA Paper 74502, University Library of Munich, Germany.
    6. Pina Puntillo & Carmela Gulluscio & Donald Huisingh & Stefania Veltri, 2021. "Reevaluating waste as a resource under a circular economy approach from a system perspective: Findings from a case study," Business Strategy and the Environment, Wiley Blackwell, vol. 30(2), pages 968-984, February.
    7. Chandra Mahapatra, Subas & Bellamkonda, Raja Shekhar, 2023. "Higher expectations of passengers do really sense: Development and validation a multiple scale-FliQual for air transport service quality," Journal of Retailing and Consumer Services, Elsevier, vol. 70(C).
    8. Katharina Löhr & Christian Hochmuth & Frieder Graef & Jane Wambura & Stefan Sieber, 2017. "Conflict management programs in trans-disciplinary research projects: the case of a food security project in Tanzania," Food Security: The Science, Sociology and Economics of Food Production and Access to Food, Springer;The International Society for Plant Pathology, vol. 9(6), pages 1189-1201, December.
    9. Jana Kozáková & Mária Urbánová & Radovan Savov, 2021. "Factors Influencing the Extent of the Ethical Codes: Evidence from Slovakia," JRFM, MDPI, vol. 14(1), pages 1-18, January.
    10. Tom Sander & Phoey Lee Teh & Biruta Sloka, 2014. "The use of Social Network Sites for the Employment Seeking Process," Proceedings of International Academic Conferences 0702459, International Institute of Social and Economic Sciences.
    11. Francesco Badia & Graziana Galeone & Simona Ranaldo, 2021. "La crisi COVID-19 come "crash-test" per i sistemi di controllo aziendali: il caso di un?azienda di trasporto pubblico locale," MANAGEMENT CONTROL, FrancoAngeli Editore, vol. 2021(1), pages 57-80.
    12. Selena Aureli & Mara Del Baldo & Rosa Lombardi & Fabio Nappo, 2020. "Nonfinancial reporting regulation and challenges in sustainability disclosure and corporate governance practices," Business Strategy and the Environment, Wiley Blackwell, vol. 29(6), pages 2392-2403, September.
    13. Giuliani, Marco & Skoog, Matti, 2020. "Making sense of the temporal dimension of intellectual capital: A critical case study," CRITICAL PERSPECTIVES ON ACCOUNTING, Elsevier, vol. 70(C).
    14. Smith, Julia A. & Cordina, Renzo, 2014. "The role of accounting in high-technology investments," The British Accounting Review, Elsevier, vol. 46(3), pages 309-322.
    15. Giorgia Nigri & Mara Del Baldo & Armando Agulini, 2020. "Governance and accountability models in Italian certified benefit corporations," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 27(5), pages 2368-2380, September.
    16. Nordin, Fredrik & Ravald, Annika, 2023. "The making of marketing decisions in modern marketing environments," Journal of Business Research, Elsevier, vol. 162(C).
    17. Khan, Md Faisal Abedin & Uddin, Md Sazib & Giessen, Lukas, 2021. "Microcredit expansion and informal donor interests: Experiences from local NGOs in the Sundarbans Mangrove Forest, Bangladesh," World Development Perspectives, Elsevier, vol. 21(C).
    18. Clavis Nwehfor Fubah & Menisha Moos, 2022. "Exploring COVID-19 Challenges and Coping Mechanisms for SMEs in the South African Entrepreneurial Ecosystem," Sustainability, MDPI, vol. 14(4), pages 1-20, February.
    19. Mengyuan Sun & Yong Tian & Yao Zhang & Muhammad Nadeem & Can Xu, 2021. "Environmental Impact and External Costs Associated with Hub-and-Spoke Network in Air Transport," Sustainability, MDPI, vol. 13(2), pages 1-21, January.
    20. Lieshout, Rogier & Malighetti, Paolo & Redondi, Renato & Burghouwt, Guillaume, 2016. "The competitive landscape of air transport in Europe," Journal of Transport Geography, Elsevier, vol. 50(C), pages 68-82.

    More about this item

    Keywords

    complaint behavior; airline passengers; Macau low-cost carriers; service quality;
    All these keywords.

    JEL classification:

    • R00 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - General - - - General
    • Z0 - Other Special Topics - - General

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:ibn:ibrjnl:v:10:y:2017:i:9:p:73-86. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Canadian Center of Science and Education (email available below). General contact details of provider: https://edirc.repec.org/data/cepflch.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.