The Role of Service Quality and Expectations in Explaining Airline Passenger Complaints
نویسنده
چکیده
Customer complaints are related to the actual quality of a product or service. If product quality is unobservable ex ante consumers base their purchasing decision on the expected quality. Then, deviations of actual quality from expected quality may determine decisions to submit customer complaints. I test different hypotheses about the effect of actual quality, expected quality, and the difference between the two on customer complaints in the U.S. airline industry. I find that there are less complaints when the actual quality of service is higher. In addition, higher expected quality also has a negative effect on the number of complaints.
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