Customer Relationship and Efficiency Analysis of the Listed Air Companies in China

  • Ying Li
  • Zelin Jin
  • Hongyi Cen
  • Yung-ho ChiuEmail author
  • Jian Jiao
Conference paper
Part of the Advances in Intelligent Systems and Computing book series (AISC, volume 1002)


With the rapid development of globalization and the improvement of residents’ income levels, the scale of air transport business has grown steadily, resulting in a substantial increase in customer traffic. The degree of marketization of airlines has been continuously improved, and operational efficiency has been significantly improved. Chinese air passenger transport market has gradually reached the level of development in North America and Europe. However, major domestic airlines face fierce competition from domestic and international counterparts. Building good customer relationship efficiently matters. This study uses a two-stage dynamic DEA method to evaluate the impact of customer complaints on airline operational efficiency by comparing the financial data of seven listed airlines in China from 2014 to 2017. The network data dynamic analysis method was used to analyze and evaluate the operating efficiency and productivity index of the seven companies. The results of the study indicate that customer complaints have a positive and significant impact on the airline’s operational efficiency. In addition, The smaller Shandong Airlines, Hainan Airlines and Jixiang Airlines have higher total efficiency scores than the three largest airlines in ChinaAir China, Southern Airlines and Eastern Airlines. The operating efficiency of the latter three companies is less than 0.4, which is a lot of room for improvement. The airline with high operating efficiency considering customer satisfaction is Spring Airlines, and the company has a trend of continuous improvement in efficiency.


Chinese listed airline company Customer complaints Two-stage dynamic DEA 



This study is supported by the National Natural Science Foundation of China (NO.71773082); Sichuan Province Philosophy and Social Sciences Project (No. 2016SC16A006).


  1. 1.
    Administration CNA (2017).
  2. 2.
    Chen, F., Zhao, Y.: Study on airline customer satisfaction. Value Eng. 36(2), 6–8 (2017a)Google Scholar
  3. 3.
    Chen, F., Zhao, Y.: Study on airline customer satisfaction. Value Eng. 36(2), 6–8 (2017b)Google Scholar
  4. 4.
    Chen, H.: Research on the efficiency of China’s civil aviation transportation industry based on DEA method. Hefei University of Technology (2010)Google Scholar
  5. 5.
    Felício, J.A., Caldeirinha, V., Dionísio, A.: The effect of port and container terminal characteristics on terminal performance. Marit. Econ. Logist. 17(4), 493–514 (2015)CrossRefGoogle Scholar
  6. 6.
    Gutiérrez, E., Lozano, S., Furió, S.: Evaluating efficiency of international container shipping lines: A bootstrap dea approach. Marit. Econ. Logist. 16(1), 55–71 (2014)CrossRefGoogle Scholar
  7. 7.
    Jiang, Y., Wen, J.: Evaluation of operational performance of major airlines in china based on dea model. Sci. Technol. Eng. 1005, 1175–1178 (2010)Google Scholar
  8. 8.
    Kang, H.W., Wang, G.W.Y., Bang, H.S., Woo, S.H.: Economic performance and corporate financial management of shipping firms. Marit. Econ. Logist. 18(3), 317–330 (2016)Google Scholar
  9. 9.
    Li, J., Yang, C.: Research on operational efficiency evaluation of china’s civil aviation industry based on ahp and dea. Contemp. Econ. 6, 110–111 (2014)MathSciNetGoogle Scholar
  10. 10.
    Li, Y.: Empirical study on factors affecting customer satisfaction in civil aviation transportation market based on structural equation model. Nanjing University of Aeronautics and Astronautics (2010)Google Scholar
  11. 11.
    Li, Y.: Improved DEA model and application of airline efficiency evaluation. Dalian University of Technology (2016)Google Scholar
  12. 12.
    Li, Y., Yu, J., Wu, Y.: Comparative study on total factor productivity of Chinese and American airlines industry. J. Xidian Univ. (Social Science Edition) 5, 19–26 (2008)Google Scholar
  13. 13.
    Liu, J.: Analysis and evaluation of China civil aviation operation efficiency based on DEA. J. Wuhan Univ. Technol. (Information and Management Engineering Edition) 33(3), 483–487 (2011)Google Scholar
  14. 14.
    Low, J.M.W.: Capacity investment and efficiency cost estimations in major east asian ports. Marit. Econ. Logist. 12(4), 370–391 (2010)CrossRefGoogle Scholar
  15. 15.
    Rajasekar, T., Deo, M.: Does Size Influence the Operational Efficiency of the Major Ports of India? - A Study. Social Science Electronic Publishing (2014)Google Scholar
  16. 16.
    Song, S.: Research on customer satisfaction of China’s low cost airlines based on SEM. Civil Aviation University of China (2017)Google Scholar
  17. 17.
    Song, S.: SEM-based customer satisfaction research for low-cost airlines in China. Civil Aviation University of China (2017)Google Scholar
  18. 18.
    Tan, Y., Chen, S.: Performance analysis of air transportation company based on network dea. J. Southeast Univ. (Natural Science Edition) 4105, 1114–1118 (2011)Google Scholar
  19. 19.
    Yu, J.: Analysis of total factor productivity of china’s airlines industry based on malmquist index. J. Beijing Inst. Technol. (Social Science Edition) 6, 43–46 (2007)Google Scholar
  20. 20.
    Zhang, W.: Research on the evaluation of operational efficiency of low-cost airlines in China based on DEA. Nanjing University of Aeronautics and Astronautics (2012)Google Scholar
  21. 21.
    Zhang, X.: Performance evaluation of china’s air transportation production operation based on dea model. Silicon Val. 6(11), 118–119 (2013)Google Scholar
  22. 22.
    Zhang, Y., Xu, Y.: Analysis of china airlines efficiency based on dea congestion model. J. Civ. Aviat. Flight Univ. China 25(6), 9–14 (2014)Google Scholar

Copyright information

© Springer Nature Switzerland AG 2020

Authors and Affiliations

  • Ying Li
    • 1
  • Zelin Jin
    • 1
  • Hongyi Cen
    • 1
  • Yung-ho Chiu
    • 2
    Email author
  • Jian Jiao
    • 3
  1. 1.Business SchoolSichuan UniversityChengduPeople’s Republic of China
  2. 2.Department of EconomicsSoochow UniversityTaipeiTaiwan
  3. 3.Chinese Academy of SciencesBeijingPeople’s Republic of China

Personalised recommendations