This paper focuses on studying the relationship between customer satisfaction, measured by customer complaints, and the service quality of Chinese carriers. By using a quarterly unbalanced panel data set covering twelve large and small carriers, our fixed effect Tobit analysis shows that...

This paper explores the inherent delays of airline schedules resulting from limited buffer times and stochastic disruptions in airline operations. The reliability of airline schedules is discussed and a set of measuring indices is developed to evaluate schedule reliability. It is found that...

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