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

Lerrthaitrakul, Weerawit; Panjakajornsak, Vinai

doi:10.7763/ijtef.2014.v5.360

Cited by 20 publications

(22 citation statements)

References 18 publications

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“…In this research, financial risk is closely related to the context of airline and hospitality services. Consumers would consider the financial risk which is the cost incurred when booking the flight ticket especially from the low cost airliners (Lerrthaitrakul & Panjakajornsak, 2014). They are uncertain if the price would increase or decrease in near future as the prices of the flight tickets are unstable due to promotions and yield management (Donovan, 2005).…”

Section: Consumer Involvementmentioning

confidence: 99%

Enhancing consumer online engagement through consumer involvement: A case of airline and hospitality services in Malaysia

Leong¹,

Osman²,

Paim³

et al. 2019

10.5267/j.msl

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Consumer online engagement has seen a sight of emerging attention by marketing literature, but how consumer involvement, with its dimensions (importance, pleasure, sign, risk consequence, and risk probability), is linked with consumer online engagement still requires additional empirical analysis especially in the context of airline and hospitality services. The purpose of this study is to examine the relationship between consumer involvement and its dimensions and consumer online engagement. The data are collected from the social media website and analyzed by using structural equation modelling through SPSS and Smart PLS 3.0 software. The findings imply that sign value was the major determinant of consumer online engagement. This indicates that marketers should acknowledge the importance of company's symbolic value and design a suitable symbolic value to be parallel with the targeted consumers' social status and personal images to increase consumer online engagement. Through examining the relationship among different variables, marketers could develop effective strategies to gain competitive advantages. The originality of this study lies within the research gap of the past researches on the antecedent of consumer online engagement. The antecedent considered is consumer involvement, suggested by previous researches.

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Section: Consumer Involvementmentioning

confidence: 99%

Enhancing consumer online engagement through consumer involvement: A case of airline and hospitality services in Malaysia

Leong¹,

Osman²,

Paim³

et al. 2019

10.5267/j.msl

View full text Add to dashboard Cite

show abstract

“…Khuong and Uyen (2014) stated that better employee's services, facilities, image, timeliness, ground services, safety, baggage service, and perceived service quality has a positive relationship with customer satisfaction. Lerrthaitrakul and Panjakajornsak (2014) stated that the low cost carriers, three factors, namely service quality assurance, reliability and empathy have a significant influence on the intensity of post-purchase behavior of consumers. Synder and Tai (2014) stated that the factors that determine customer satisfaction in the airline that is service quality, cost, and customer satisfaction.…”

Section: Literature Reviewmentioning

confidence: 99%

“…Baggage services Sullivan and Coughlan (2004), David Wessels dalam Isfahani, Ciptomulyono, and Ratnasari (2006), Purnama andRaditya (2011), Soomro et.al (2012), Manivasugen and Nova (2013), Khuong and Uyen (2014) 4. Cabin services Clemes, Gan, Kao, and Choong (2008) Gilberta and Wong (2003), David Wessels dalam Isfahani, Ciptomulyono, and Ratnasari (2006), Clemes, Gan, Kao, and Choong (2008) 2012, Manivasugen and Nova (2013), Khuong and Uyen (2014), Lerrthaitrakul, and Panjakajornsak (2014) 9.…”

Section: Literature Reviewmentioning

confidence: 99%

Determinant Factors of Consumer Preferences in Indonesia Airlines Industry

Wardhana¹,

Syahputra²,

Kartawinata³

2017

jbm

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Tulisan ini bertujuan untuk mengetahui faktor-faktor yang menentukan preferensi konsumen dalam menggunakan jasa penerbangan di Indonesia dan mengetahui faktor-faktor preferensi prioritas konsumen dalam menggunakan penerbangan di Indonesia. Metodologi penelitian yang digunakan adalah metode kuantitatif dan data teknis analisis yang digunakan adalah analisis faktor. Ukuran populasi dari 91 juta penumpang dengan populasi target penerbangan penumpang komersial di Indonesia. Total sampel dengan menggunakan rumus Slovin, dengan tingkat kepercayaan 95%, adalah 400 responden. Teknik pengambilan sampel menggunakan sampel nonprobability dengan metode incidental sampling. Data dikumpulkan melalui kuesioner, observasi, dan wawancara. Hasil penelitian menunjukkan bahwa faktorfaktor penentu preferensi konsumen dalam menggunakan jasa penerbangan di Indonesia dapat dikelompokkan dalam tiga faktor disusun berdasarkan prioritas atribut sebagai berikut: (a) tarif yang terdiri dari tarif sebagai atribut, (b) layanan yang terdiri dari atribut seperti pada waktu keberangkatan dan kedatangan, keselamatan, reservasi dan checkin kenyamanan kru, maskapai, pola penerbangan, layanan kabin, layanan bagasi, dan pesawat terbang, dan (c) citra penerbangan terdiri dari gambar maskapai sebagai atribut.

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“…Several alliances attempted to recruit low-cost airline companies (Lerrthaitrakul, Panjakajornsak 2014); however, the profit in the airline industry quickly declines. We propose the concept of the service alliance as a new opportunity for airline alliances.…”

Section: Apply Service Alliance To Current Airline Industrymentioning

confidence: 99%

Coopetition Under Alliance? Applying Awareness-Motivation-Capability Competitive Dynamics Perspective

Chang

Chiu

2016

Journal of Business Economics and Management

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Airline companies join airline alliances to cope with the high level of competition in the airline industry. However, pressure within an alliance is substantial. This study used competitor mapping and awareness-motivation-capability competitive dynamics to analyze airline alliances. The results revealed that alliances compete to recruit airline companies, and the power differences in the alliances are considerable; only a few of the airline companies within the alliance possess power. In addition, we interviewed 2 senior managers to confirm the results of the analysis. A detailed content analysis was performed to test each hypothesis. The findings revealed that companies with low market commonality and high resource similarity can cooperate through resource allocation. We also discovered that the main competitive action was derived from disallowing local airline companies to join an alliance. Leading companies in the alliance generally negotiated for the entire alliance indirectly. This research suggests that companies cooperate not only to control cost but also to increase service quality.

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

Cited by 20 publications

References 18 publications

Enhancing consumer online engagement through consumer involvement: A case of airline and hospitality services in Malaysia

Enhancing consumer online engagement through consumer involvement: A case of airline and hospitality services in Malaysia

Determinant Factors of Consumer Preferences in Indonesia Airlines Industry

Coopetition Under Alliance? Applying Awareness-Motivation-Capability Competitive Dynamics Perspective

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