The Structure of Customer Complaint Behavior in the Airline Industry

Abstract

Using recent data published by the U.S. Department of Transportation, the structure of customer complaint behavior in the airline industry in the United States is examined. The interrelationships among twelve categories of customer complaints are studied in detail. Factor analysis results indicate the presence of multidimensional aspects of complaining behavior. Three distinct aspects of complaining behavior in the airline industry are detected, corresponding to operational, marketing, and special situation problems.