Role of value for money and service quality on behavioural intention: A study of full service and low cost airlines

Rajaguru, Rajesh

doi:10.1016/j.jairtraman.2016.02.008

Cited by 161 publications

(161 citation statements)

References 54 publications

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“…The airline industry has the characteristic of sharing a narrow space with many people, therefore 'Seat comfort' can have a significant impact on customer satisfaction and recommendation. According to the meta-analysis conducted by Lim & Tkaczynski [53], seating comfort is among the most frequent items mentioned in airline service quality studies. The current results also confirmed that 'Seat comfort' is an important dimension in airline industry.…”

Section: Discussionmentioning

confidence: 99%

Understanding Customer Experience and Satisfaction through Airline Passengers’ Online Review

Ban

Kim

2019

Sustainability

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This study was conducted to understand customer experience and satisfaction through airline passengers' online review. To achieve the purpose of this study, the semantic network analysis was conducted qualitatively by collecting reviews in top 10 airlines selected by Skytrax (airlinequality.com). In addition, this study quantitatively identified the relationship among six evaluation factors (seat comfort, staff, food and beverage (F&B), entertainment, ground service, and value for money), customer satisfaction and recommendation. This study collected 9632 reviews from the Skytrax. Through a CONCOR (CONvergence of iterated CORrelation) analysis, keywords were grouped into six clusters (seat comfort, staff, entertainment, ground service, value for money, and airline brand). Through the linear regression analysis, all evaluation factors except 'entertainment' factor significantly had impact on customer satisfaction and recommendation. These results showed that understanding online review can provide both academic implication and practical implication to develop sustainable strategy in the airline industry.

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Section: Discussionmentioning

confidence: 99%

Understanding Customer Experience and Satisfaction through Airline Passengers’ Online Review

Ban

Kim

2019

Sustainability

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“…In addition, Petrick [76] found that perceived value could affect the decision to revisit the same destination or repurchase similar products. In the tourism and aviation management fields, many studies have demonstrated that perceived value has an impact on customer's behavioral intention [77][78][79][80][81] and that the price and service quality of air carriers significantly affects the purchase decisions of customers and their perceived value [82,83]. In particular, Chen, Li and Liu [84] found that a passenger's perceived value had a critical impact on repurchase intention, and Yang et al [73] also asserted that a passenger's repurchase intention was essentially based on perceived value.…”

Section: Relationship Between Service Evaluation Variables and Behavimentioning

confidence: 99%

Understanding the Repurchase Intention of Premium Economy Passengers Using an Extended Theory of Planned Behavior

Kim

Lee

2019

Sustainability

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This study investigates the repurchase intention of passengers who have experienced premium economy class. To achieve the research purpose, we examine the relationship among psychological factors, perceived price, perceived service quality, perceived value and repurchase intention using a research model extended from the theory of planned behavior (TPB). The survey data were collected both airside and landside at two major Korean international airports from 382 passengers who used premium economy class. The results show that the repurchase intention of passengers is influenced by the attitude, perceived behavioral control, and perceived value derived from price and service quality; repurchase intention is not influenced by the subjective norm. These findings will enable air carriers to better understand the intention of premium economy passengers with respect to psychological and service value perspectives. They can also be used to improve marketing capabilities and the sustainable profitability of premium economy service.

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“…Though low-cost airlines succeeded in attracting consumers on the grounds of value for money, they found difficulties in retaining and building a loyal customer base. (Rajaguru, 2016). Unfortunately, an integrated approach of the influence of purchase intention as loyalty behavior on service quality is limitless.…”

Section: Introductionmentioning

confidence: 99%

Could Satisfaction on the Airline’s Service Quality (Airqual) Make Lion Air’s Customers Trust and Become Loyal to the Airline Company?

Lembana

Valucy

2019

j. manaj.

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The Indonesian public interest in using the service flights as their means of transportation is remarkably growing according to Indonesia Investment data in 2017. People tend to use service flights because of Indonesia's unique geographical nature and airline tickets becomes increasingly affordable as the growth low-cost carrier. The purpose of this research is to investigate the role of customer satisfaction toward the airline's service quality (AIRQUAL) in effecting trust and loyalty. The study was directly conducted by collecting primary data by randomly distribute 252 questioners to respondents that were boarding gate terminal 1A and 1B at the Soekarno Hatta International Airport. Hypotheses were then statistically tested using structural equation model. The results of this research show that satisfaction can make customer whose satisfied with the quality of the airline service become loyal to Lion Air. On the contrary, satisfaction cannot make the customer trust Lion Air as an airline company, even though they already satisfied with the quality of airline service.

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Role of value for money and service quality on behavioural intention: A study of full service and low cost airlines

Cited by 161 publications

References 54 publications

Understanding Customer Experience and Satisfaction through Airline Passengers’ Online Review

Understanding Customer Experience and Satisfaction through Airline Passengers’ Online Review

Understanding the Repurchase Intention of Premium Economy Passengers Using an Extended Theory of Planned Behavior

Could Satisfaction on the Airline’s Service Quality (Airqual) Make Lion Air’s Customers Trust and Become Loyal to the Airline Company?

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