دانلود رایگان مقاله هزینه باری عملکرد عملیاتی و رضایت مشتری در صنعت حمل و نقل هوایی

abstract

In recent years, there has been a “de-bundling” trend in the US airline industry, where specific services that used to be included in a ticket fare are now priced separately. Although a major reason for these fees is to raise revenues for the airlines, the fees may also impact the operations of carriers. Among the new fees implemented by most US carriers is a payment for checked baggage. This paper analyzes the association of baggage fees with airline operational service outcomes, as measured by flight delays, mishandled baggage rates and the rate of customer complaints. Using data from the US domestic air transport market over the period 2004e2012 and estimating a series of equations, our results show that, on average, an increase in baggage fees is associated with a decrease in the mishandled baggage rate and to a reduction in the percentage of delayed flights. No significant association is found between the fees and the rate of customer complaints.

4. Conclusions, implications and limitations

The imposition of checked baggage fees has generated billions of dollars in additional revenues for US airlines. However, the revenue effect may underestimate the positive impact of the fees on the airlines. In this paper, we show that the imposition of the baggage fees is associated with improved operational outcomes for the airlines. In particular, the baggage fees are associated with fewer mishandled baggage reports and a lower rate of airline-caused flight delays. However, in general, no association is found between the imposition of the baggage fees and the rate of customer complaints. This latter result may indicate that passengers have both positive and negative outcomes from the fees e positive in the sense that they are associated with better operational outcomes, but negative in that they are perceived as an additional cost of air travel.