Analysis of effects of flight delay compensation on passengers’ satisfaction

• Main Authors: Shu-Yueh Lo, 羅淑月
• Other Authors: Li-yen Chang
• Format: Others
• Language: en_US
• Online Access: http://ndltd.ncl.edu.tw/handle/54632851052436635155

碩士 === 國立嘉義大學 === 管院碩士在職專班 === 103 === According to the communication with the four major domestic airlines through telephone interviews and e-mails, the existing flight delay compensation due to weather factor, which is not attributable to the airlines, the domestic airlines are not compensable for the delays. In case of flight delays, most airlines follow the provisions of the competent authority, providing necessary water, meals or food vouchers. As to accommodation assistance, it depends on the current resources and the attitude of the local airport director. In case of delays for domestic flights the unified approach is: to assist in signing to other flights or airlines, or rescheduled. If the issues caused by the delay lead to cancellations, the airlines provide a full refund service. Therefore, this study aimed at the domestic airline passengers given to situational questionnaire tests – when flight delays which due to mechanical factors or flight schedules were delayed for more than two hours, we carry out an investigation: " The survey of compensation types, compensation timing and updated flight delay information on passengers’ satisfaction." The main purpose is to explore under the circumstances of flight delays, for which compensation the airlines compensate can maintain or increase passengers’ satisfaction. In this study, we define the types of compensation (cash vs. non-cash), compensation timing (immediate vs. delayed) and updated delay information (actively vs. passively) providing by the domestic airlines, and run a three-way ANOVA through IBM SPSS Statistics Version 20 and Minitab 17 Statistical Software. The results show that one of the three main effects –updated delay information factor is statistically significant. Meanwhile, interaction exists between compensation types and updated delay information. That is, under the passively updated information condition, interaction exists between the compensation timing and compensation types. The study also find that for the main effects: non-cash compensation is greater than the effect of cash compensation; immediate compensation effect is greater than delayed compensation; the effect of actively updated information, however, is greater than the passively updated information. The study also find that the interaction effects: (1) under both actively and passively updated delay information conditions, the immediate compensation effect is significantly greater than delayed compensation; (2) under the condition of actively updated delay information, the non-cash compensation effect is greater than the cash compensation; (3) under the condition of passively updated delay information, the effect of immediate cash compensation is greater than the non-cash delayed compensation. Further analysis of journey purposes we find out that: for leisure purpose, the main effects of compensation types and updated delay information are significant, individually. Also, the interaction effect of compensation types and updated delay information is significant, notice the compensation effects －(1) non-cash compensation is greater than cash compensation, immediate effect is greater than the delayed effect, and actively updated information effect is greater than passively updated information effect; (2) under the condition of actively updated delay information, immediate compensation effect is greater than delayed compensation and non-cash compensation is superior to the cash compensation; (3) under the condition of passively updated delay information, the effects of delayed non-cash compensation and immediate cash compensation are better. For business purpose, the main effect of updated delay information is significant while the interaction effect of compensation types and updated delay information is significant, and the compensation effects are: (1) cash compensation is greater than non-cash compensation, immediate effect is greater than the delayed effect, and actively updated information effect is greater than passively updated information effect; (2) under the condition of actively updated information, immediate non-cash compensation effect is greater than delayed cash compensation; (3) under the condition of passively updated information, immediate compensation is greater than delayed compensation, and cash compensation is superior to non-cash. In addition, further analysis of residence we can discover: for residence in outlying islands, the main effect of updated information is significant, and the interaction effect of compensation types and updated information is also significant: (1) the effect of non-cash compensation is greater than cash compensation, the immediate effect is greater than the delayed effect, and actively updated information effect is greater than passively updated information effect; (2) under the condition of actively updated information, the interaction effect of immediate compensation is clearly larger than delayed compensation and non-cash compensation is superior to cash compensation; (3) under the condition of passively updated information, the interaction effect of immediate compensation is clearly larger than delayed compensation and cash compensation is superior to non-cash. For residence in Taiwan Island, there are not any main effects, but there are three significant interaction effects－compensation types and compensation timing, compensation types and updated information, and compensation timing and updated information as well. The compensation effects are as follows: (1) under the condition of actively updated information, the interaction effect of immediate compensation is larger than delayed compensation and non-cash compensation is superior to cash compensation; (2) under the condition of passively updated delay information, the interaction effect of delayed, non-cash compensation is larger than immediate, cash compensation.