Research on Enhancing Service Competitiveness in Air Transport Industry: Evidence From China Southern Airlines

Improving service competitiveness in air transport industry is closely connected to expand passage throughput of airport which is linked with increasing passenger traffic volume of their major airlines through improving service quality and decreasing passenger complaint. This paper uses the ordinary least square (OLS) model to analyze the correlation between numbers of passenger complaint and passenger traffic volume of airlines based on the data of China Southern Airlines from January 2012 to August 2018. The results show that there is a significant negative correlation between numbers of passenger complaint and passenger traffic volume of airlines, that is, the more the passenger complaint is, the less the passenger traffic volume of airlines will be. The significance of this study is to demonstrate that increase passenger satisfaction through decreasing the numbers of passenger complaint is a sustainable driving force to enhance service competitiveness in air transport industry in the long run.