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Influence of the state-owned airlines on passenger satisfaction

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  • López-Bonilla, Jesús Manuel
  • López-Bonilla, Luis Miguel

Abstract

Over the last three decades there have been major liberalizations in the economic regulatory of the airline industry. This paper investigates whether state-owned airlines exhibit poorer service levels than privately owned airlines by examining such things as check-in, information service, courtesy, seat space, comfort, food service, in-flight entertainment services, delays, overbooking, positive word-of-mouth communication, and overall satisfaction. The results show that state-owned airlines offer lower satisfaction levels than private airlines and mixed ownership carriers.

Suggested Citation

  • López-Bonilla, Jesús Manuel & López-Bonilla, Luis Miguel, 2008. "Influence of the state-owned airlines on passenger satisfaction," Journal of Air Transport Management, Elsevier, vol. 14(3), pages 143-145.
    • Handle: RePEc:eee:jaitra:v:14:y:2008:i:3:p:143-145
    DOI: 10.1016/j.jairtraman.2008.03.002
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    References listed on IDEAS

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