Research on the Relationship Between Customer Satisfaction and Compensation Plan in U.S Airline Industry
- 10.2991/assehr.k.211209.083How to use a DOI?
- Customer satisfaction; Compensation plan; Incentive plan; Airline industry
Preceding analyses of the effect of customer satisfaction, a specific aspect of nonfinancial measures, have suggested a positive relationship between customer satisfaction and financial performance of a company, while the effect of the investments of companies on customer satisfaction remain veiled. In order to seek the relationships between several types of investments and customer satisfaction, this paper combines data gathering of customer satisfaction, along with those expenses and compensation plans that may influence the level of customer satisfaction, from several airlines of the United States, and the analysis of data is based on mathematical modeling. Research shows that direct investment on customer service has a significant relationship with customer satisfaction. However, indirect investments, the compensation plans, can significantly influence customer satisfaction only if compensation plans are enjoyed by executives. The incentive plan facing employees does not have significantly correlation with customer satisfaction. These relationships may be considered in future studies of overinvestment or underinvestment on customer satisfaction, or in the practice of company operation.
- © 2021 The Authors. Published by Atlantis Press International B.V.
- Open Access
- This is an open access article under the CC BY-NC license.
Cite this article
TY - CONF AU - Yanmin Dong AU - Jiahui Liang AU - Zimu Zhao AU - Danqi Ding PY - 2021 DA - 2021/12/15 TI - Research on the Relationship Between Customer Satisfaction and Compensation Plan in U.S Airline Industry BT - Proceedings of the 2021 3rd International Conference on Economic Management and Cultural Industry (ICEMCI 2021) PB - Atlantis Press SP - 506 EP - 510 SN - 2352-5428 UR - https://doi.org/10.2991/assehr.k.211209.083 DO - 10.2991/assehr.k.211209.083 ID - Dong2021 ER -