Service quality in the airline industry: Comparison between traditional and low-cost airlines

Ahn, Tae-Hong and Lee, Timothy Jeonglyeol (2011) Service quality in the airline industry: Comparison between traditional and low-cost airlines. Tourism Analysis, 16 5: 535-542. doi:10.3727/108354211X13202764960582


Author Ahn, Tae-Hong
Lee, Timothy Jeonglyeol
Title Service quality in the airline industry: Comparison between traditional and low-cost airlines
Journal name Tourism Analysis   Check publisher's open access policy
ISSN 1083-5423
1943-3999
Publication date 2011
Sub-type Article (original research)
DOI 10.3727/108354211X13202764960582
Volume 16
Issue 5
Start page 535
End page 542
Total pages 8
Place of publication Putnam Valley, NY, United States
Publisher Cognizant Communication
Collection year 2012
Language eng
Abstract The aim of this study is to assess service quality in the airline industry from the customer's perspective, explore how perceived service quality affects customer satisfaction and loyalty-related behavior, and whether the factors affecting service quality, customer satisfaction, and loyalty differ between full-service and low-cost airlines. The data were collected through questionnaires based on previous research and 153 were completed by passengers who had traveled by air in the previous 6 months. Traditional airline passengers have significantly higher perceived service quality and customer satisfaction. However, there is no significant difference in loyalty-related behavior. Overall service quality has significant influence on customer satisfaction in both traditional and low-cost airlines. However, the effect of service quality on behavioral intentions is only significant for traditional airlines. The results suggest that management of traditional and low-cost airlines should maintain service quality as it affects customer satisfaction.
Keyword Service quality
Airline industry
Low-cost airlines
Customer loyalty
Q-Index Code C1
Q-Index Status Confirmed Code
Institutional Status UQ

Document type: Journal Article
Sub-type: Article (original research)
Collections: Official 2012 Collection
UQ Business School Publications
 
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Created: Thu, 16 Feb 2012, 16:26:12 EST by Jane Malady on behalf of School of Tourism