Assessing how service quality, airline image and customer value affect the intentions of passengers regarding low cost carriers

Yang, Kai-Chieh; Hsieh, Tsui‐Chuan; Li, Hendrik; Yang, Chyan

doi:10.1016/j.jairtraman.2011.12.007

Cited by 73 publications

(46 citation statements)

References 8 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…All of these could be called behavioral intentions. This agreed with studies conducted by Park et al [6] and Yang et al [7]. Both of them found that quality of services had a direct influence on customers' behavioral intentions.…”

Section: ) Post Purchase Behavioral Intentionssupporting

confidence: 92%

“…The satisfactory quality of service refers to how the service could response to the needs of passengers. Moreover, it found that the past perception of passengers about satisfactory service quality could significantly influence their decision when choosing the same airline again [6], [7]. Also, it is therefore, interesting to examine whether or not the experiences about service quality of low cost airlines shared by experienced passengers would become one of the important marketing strategies used by a low cost airline today.…”

Section: Introductionmentioning

confidence: 99%

See 1 more Smart Citation

The Airline Service Quality Affecting Post Purchase Behavioral Intention: Empirical Evidence from the Low Cost Airline Industry

Lerrthaitrakul¹,

Panjakajornsak²

2014

IJTEF

View full text Add to dashboard Cite

Abstract-The main purpose of this study is to examine the relationship between five dimensions of service quality of low cost airlines and consumers' post purchase behavioral intentions. This study found that in low cost carriers, three service quality factors comprisingassurance, reliability and empathyhave a significant influence on consumers' post purchase behavioral intentions.Index Terms-About Airline service quality, post purchase, behavioral intention, low cost carriers

show abstract

Section: ) Post Purchase Behavioral Intentionssupporting

confidence: 92%

Section: Introductionmentioning

confidence: 99%

The Airline Service Quality Affecting Post Purchase Behavioral Intention: Empirical Evidence from the Low Cost Airline Industry

Lerrthaitrakul¹,

Panjakajornsak²

2014

IJTEF

View full text Add to dashboard Cite

show abstract

“…Researchers studied the quality of airline services in terms of airline-tangible and terminal-tangible aspects, empathy, schedules, services provided by ground staff, services provided by flight attendants, reliability, responsiveness, and assurance [4,8,24,25,26,27,28,29]. Passengers are concerned with both; the physical and empathy aspect of the service; results show that the courtesy of attendants, safety, seat comfort, and responsiveness of attendants are among the top four service quality criteria [10].…”

Section: Components Of Airline Service Qualitymentioning

confidence: 99%

Multiple Conceptual Modelling of Perceived Quality of In-flight Airline Services

Šebjan

Tominc

Širec

2017

PROMET

View full text Add to dashboard Cite

KEY WORDSin-flight airline service quality; perceived value; recommendations (word of mouth); airline seat comfort; INTRODUCTIONThe growth of globalization today gives air transport an ever more important role. In the past two decades, the air travel industry has faced significant changes reflected in higher quality standards, various pricing strategies, and growth of air transport traffic, among other changes [1]. According to the 60th Edition of the International Air Transport Association (IATA) World Air Transport Statistics (WTS) for 2015, the yearbook of the airline industry performance, in 2015 world airlines carried 3.6 billion passengers on scheduled services; an increase of 7.2% over 2014, representing an additional 240 million air trips. In addition, airlines transported 52.2 million tonnes of cargo [2].Although the global economic performance remains a concern, the strength of the economic cycle will play a key role in the continuous expansion of demand growth for air travel in 2017. However, experts warn that the questions over the durability of the economic upswing, rising oil prices [3], financial crisis in Greece, recent weakness in regional trade activity in the Asia-Pacific area, and the renewed terrorism threats and continued geopolitical tensions have the potential to dampen the performance on these markets [2]. These are all reasons that further encourage the examination and monitoring of air travel services. The growing competition, rising demand, and described potential threats require constant delivery of high-quality services within the airline industry. Simultaneously, continuous improvements are essential for airline profitability and sustained development. Therefore, a better understanding of the relationship between determinants affecting passenger's service quality perception, their perceived value, and consequently their behavioural intentions are of the utmost importance, and the focal point of the present research.Researchers have studied various dimensions of airline services quality from the passenger's perspective, most of which investigated passengers' perception of airline service quality in relation to their behavioural intentions, taking into consideration the theory of airline services value, price, feedback, and passenger satisfaction [4,5,6,7,8]. Since transport service is a chain process, passengers' air travel experiences can be observed from the perspective of airport ground services and in-flight services [1]. The latter has gained considerably less attention among researchers. That is why the present study pays attention to specific areas, such as in-flight airline services quality in relation to perceived value and passengers' recommendations (word of mouth -WOM) (which, in our case, is regarded as a proxy for passengers' behavioural intentions), as well as passengers' perception of airline seat comfort. The quality of airline seats Human -Transport Interaction Preliminary Communication

show abstract

“…Perceived value refers to an individual's overall assessment of products or services, and passengers may perceive the value of services differently and subjectively. Moreover, services that attract passengers are the ones that deliver better perceived value, and that perception of value affects customer satisfaction, loyalty, and future behaviors such as purchase intention and willingness to buy (Gale and Swire, 2006;Yang et al, 2012;Wittmer and Rowley, 2014).…”

Section: Introductionmentioning

confidence: 99%

Assessing the effects of perceived value (utilitarian and hedonic) in LCCs and FSCs: Evidence from South Korea

Kim

2015

Journal of Air Transport Management

View full text Add to dashboard Cite

Assessing how service quality, airline image and customer value affect the intentions of passengers regarding low cost carriers

Cited by 73 publications

References 8 publications

The Airline Service Quality Affecting Post Purchase Behavioral Intention: Empirical Evidence from the Low Cost Airline Industry

The Airline Service Quality Affecting Post Purchase Behavioral Intention: Empirical Evidence from the Low Cost Airline Industry

Multiple Conceptual Modelling of Perceived Quality of In-flight Airline Services

Assessing the effects of perceived value (utilitarian and hedonic) in LCCs and FSCs: Evidence from South Korea

Contact Info

Product

Resources

About