TRANSPORTATION QUALITY, CUSTOMER SATISFACTION AND FINANCIAL PERFORMANCE

Belaynesh Teklay; Kevin E. Dow; Davood Askarany; Jeffrey Wong; Yun Shen

doi:10.1108/S1474-787120220000034003

TRANSPORTATION QUALITY, CUSTOMER SATISFACTION AND FINANCIAL PERFORMANCE

Belaynesh Teklay
, Kevin E. Dow
, Davood Askarany
, Jeffrey Wong
, Yun Shen

Research output: Chapter in Book/Conference proceeding › Book Chapter › peer-review

4 Citations (Scopus)

Abstract

This paper examines the relationship between transportation quality, customer satisfaction and profitability. Specifically, this study examines the simultane¬ous and asynchronous effect of quality of transportation services on customer satisfaction and financial performance and then performs the same examina¬tion in relation to the effect of customer satisfaction on financial performance. The partial least squares approach to structural equation modelling is used to examine longitudinal data from 1995 to 2018 from the US airline industry. The findings suggest that low service quality in transportation has adverse effects on customer satisfaction and financial performance, while the impact of customer satisfaction on financial performance in the US Airline transportation industry is mixed. The authors found that the impact of customer satisfaction on finan¬cial performance is significant in full-service airlines but not in low-cost air¬lines. Surprisingly, the authors found no significant direct relationship between transportation quality and financial performance in the US airline industry.

Original language	English
Title of host publication	Advances in Management Accounting
Publisher	Emerald Publishing
Pages	63-82
Number of pages	20
DOIs	https://doi.org/10.1108/S1474-787120220000034003
Publication status	Published - 18 Jan 2023
Externally published	Yes

Publication series

Name	Advances in Management Accounting
Volume	34
ISSN (Print)	1474-7871

UN SDGs

This output contributes to the following UN Sustainable Development Goals (SDGs)

SDG 9 Industry, Innovation, and Infrastructure
SDG 11 Sustainable Cities and Communities

Free Keywords

customer satisfaction
financial performance
service quality
structural equation modelling
Transportation quality
US airline industry

ASJC Scopus subject areas

Accounting
Business, Management and Accounting (miscellaneous)

Access to Document

10.1108/S1474-787120220000034003

Cite this

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title = "TRANSPORTATION QUALITY, CUSTOMER SATISFACTION AND FINANCIAL PERFORMANCE",

abstract = "This paper examines the relationship between transportation quality, customer satisfaction and profitability. Specifically, this study examines the simultane¬ous and asynchronous effect of quality of transportation services on customer satisfaction and financial performance and then performs the same examina¬tion in relation to the effect of customer satisfaction on financial performance. The partial least squares approach to structural equation modelling is used to examine longitudinal data from 1995 to 2018 from the US airline industry. The findings suggest that low service quality in transportation has adverse effects on customer satisfaction and financial performance, while the impact of customer satisfaction on financial performance in the US Airline transportation industry is mixed. The authors found that the impact of customer satisfaction on finan¬cial performance is significant in full-service airlines but not in low-cost air¬lines. Surprisingly, the authors found no significant direct relationship between transportation quality and financial performance in the US airline industry.",

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author = "Belaynesh Teklay and Dow, \{Kevin E.\} and Davood Askarany and Jeffrey Wong and Yun Shen",

note = "Publisher Copyright: {\textcopyright} 2023 by Emerald Publishing Limited All rights of reproduction in any form reserved.",

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AU - Teklay, Belaynesh

AU - Dow, Kevin E.

AU - Askarany, Davood

AU - Wong, Jeffrey

AU - Shen, Yun

PY - 2023/1/18

Y1 - 2023/1/18

N2 - This paper examines the relationship between transportation quality, customer satisfaction and profitability. Specifically, this study examines the simultane¬ous and asynchronous effect of quality of transportation services on customer satisfaction and financial performance and then performs the same examina¬tion in relation to the effect of customer satisfaction on financial performance. The partial least squares approach to structural equation modelling is used to examine longitudinal data from 1995 to 2018 from the US airline industry. The findings suggest that low service quality in transportation has adverse effects on customer satisfaction and financial performance, while the impact of customer satisfaction on financial performance in the US Airline transportation industry is mixed. The authors found that the impact of customer satisfaction on finan¬cial performance is significant in full-service airlines but not in low-cost air¬lines. Surprisingly, the authors found no significant direct relationship between transportation quality and financial performance in the US airline industry.

AB - This paper examines the relationship between transportation quality, customer satisfaction and profitability. Specifically, this study examines the simultane¬ous and asynchronous effect of quality of transportation services on customer satisfaction and financial performance and then performs the same examina¬tion in relation to the effect of customer satisfaction on financial performance. The partial least squares approach to structural equation modelling is used to examine longitudinal data from 1995 to 2018 from the US airline industry. The findings suggest that low service quality in transportation has adverse effects on customer satisfaction and financial performance, while the impact of customer satisfaction on financial performance in the US Airline transportation industry is mixed. The authors found that the impact of customer satisfaction on finan¬cial performance is significant in full-service airlines but not in low-cost air¬lines. Surprisingly, the authors found no significant direct relationship between transportation quality and financial performance in the US airline industry.

KW - customer satisfaction

KW - financial performance

KW - service quality

KW - structural equation modelling

KW - Transportation quality

KW - US airline industry

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PB - Emerald Publishing

ER -

TRANSPORTATION QUALITY, CUSTOMER SATISFACTION AND FINANCIAL PERFORMANCE

Abstract

Publication series

UN SDGs

Free Keywords

ASJC Scopus subject areas

Access to Document

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Cite this