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What do Chinese passengers expect from domestic airlines?

机译：中国旅客对国内航空公司有何期待？

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It is well understood that apart from low fares, passengers today also value convenience andother service aspects such as departure and arrival times and check-in queue time. This paperseeks to investigate the passenger expectations of services in China's domestic air market andhow they evaluate some important airline service attributes in the stated choice experiments.Using the Likert scale data and the stated preference data, this paper first identifies the orderof importance of the service items from the point of ticket purchase to the point of arrivalbaggage claim and then elicits the values that Chinese passengers place on schedule delay,punctuality and the size of network. Not surprisingly, safety was rated as the most importantout of the 16 items. Chinese passengers have very low tolerance on flight delays andmishandling of their baggage. Interestingly, the size of fleet and the Frequent Flyer Programswere not considered as very important issues. This research also shows that Chinese airlinesfailed to establish a strong brand reputation among passengers, and that consumers arewilling to pay a high amount of money to avoid schedule delay and to fly with airlines withimproved punctuality, especially when the travel is for business purpose. This research hassignificant implications for both large and small carriers in the design of non-pricecompetition strategies.
机译：众所周知，除了票价低廉之外，今天的乘客还重视便捷性和 其他服务方面，例如出发和到达时间以及办理登机时间。这篇报告 旨在调查乘客对中国国内航空市场服务的期望，以及 他们如何在陈述的选择实验中评估一些重要的航空服务属性。 使用李克特量表数据和陈述的偏爱数据，本文首先确定顺序 从购票到到达服务项目的重要性 领取行李，然后得出中国旅客按时延误的价值， 守时和网络的规模。毫不奇怪，安全被认为是最重要的 在16个项目中。中国乘客对航班延误的容忍度很低， 行李处理不当。有趣的是，机队规模和飞行常客计划 被认为不是非常重要的问题。这项研究还表明，中国的航空公司 未能在乘客中建立强大的品牌声誉，并且消费者 愿意付出高昂的金钱来避免航班延误并与航空公司合作 准时性得到改善，尤其是在出差是出于商务目的时。这项研究有 大型和小型运营商在非价格设计中的重大意义 竞争策略。

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