Proceedings of the 2021 3rd International Conference on Economic Management and Cultural Industry (ICEMCI 2021)

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Research on the Relationship Between Customer Satisfaction and Compensation Plan in U.S Airline Industry

Authors
Yanmin Dong1, a, Jiahui Liang2, Zimu Zhao3, Danqi Ding4
1School of Management, Hainan University, Haikou, Hainan 570228, People’s Republic of China
2School of Accounting, Southwestern University of Finance and Economics, Chengdu 611130, People’s Republic of China
3School of Management, Beijing Normal University-Hong Kong Baptist University United International College, Zhuhai, Guangdong 519085, People’s Republic of China
4Elberly College of Science, Pennsylvania State University, University Park, PA 16802, United States
Corresponding Author
Yanmin Dong
Available Online 15 December 2021.
DOI
10.2991/assehr.k.211209.083How to use a DOI?
Keywords
Customer satisfaction; Compensation plan; Incentive plan; Airline industry
Abstract

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.

Copyright
© 2021 The Authors. Published by Atlantis Press International B.V.
Open Access
This is an open access article under the CC BY-NC license.

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Volume Title
Proceedings of the 2021 3rd International Conference on Economic Management and Cultural Industry (ICEMCI 2021)
Series
Advances in Economics, Business and Management Research
Publication Date
15 December 2021
ISBN
978-94-6239-483-4
ISSN
2352-5428
DOI
10.2991/assehr.k.211209.083How to use a DOI?
Copyright
© 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

risenwbib
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  -