2022
DOI: 10.3926/jiem.3893
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How do full-service carriers and low-cost carriers passengers perceived service dimensions, passengers’ satisfaction, and loyalty differently? An empirical study

Abstract: Purpose: In this study, group differences between full-service carriers (FSC) and low-cost carriers (LCC) in loyalty constructs are investigated, revealing the relationship between service quality and loyalty. This work focuses on five dimensions, including tangibility, empathy, assurance, responsiveness, and reliability, constitute service quality. Design/methodology/approach: 248 questionnaires were collected in the first half of 2019. The antecedents of customer loyalty are explored, and the group differenc… Show more

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Cited by 4 publications
(3 citation statements)
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“…To meet these expectations, airport operators need to focus on providing quality services to passengers. This is because a customer-oriented service is crucial in generating value and satisfaction [16,62,63]. In the banking sector, satisfaction is also the most significant customer attitude towards a product or service [64].…”
Section: The Relationship Between Service Orientation and Passenger S...mentioning
confidence: 99%
“…To meet these expectations, airport operators need to focus on providing quality services to passengers. This is because a customer-oriented service is crucial in generating value and satisfaction [16,62,63]. In the banking sector, satisfaction is also the most significant customer attitude towards a product or service [64].…”
Section: The Relationship Between Service Orientation and Passenger S...mentioning
confidence: 99%
“…AR is merely a subclass of MR, and VR cannot be counted as a portion of MR. MR is the acronym for mixed reality. Simply speaking, MR is an integration of AR and VR [55,56]. It combines digital and real worlds to unblock the linkage between human, computer, and environment interaction [57][58][59][60][61][62][63].…”
Section: Mixed Realitymentioning
confidence: 99%
“…LCC is a term in the world of aviation, categorized for airlines that provide cheap fares with limited services to a destination compared to Legacy Carrier airlines. These low-cost airlines work in various ways to keep costs down in the airline industry [8].…”
Section: Introductionmentioning
confidence: 99%