Service Quality that Affects the Behavioral Intention to Re-Visit Low Cost Airline

Udompong Khomkaiy, Khanchitpol and Yousapronpaiboon
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Udompong Khomkaiy: College of Graduate Study in Management, Khon Kaen University, Khon Kaen, Thailand
Khanchitpol: College of Graduate Study in Management, Khon Kaen University, Khon Kaen, Thailand
Yousapronpaiboon: College of Graduate Study in Management, Khon Kaen University, Khon Kaen, Thailand

International Journal of Business and Administrative Studies, 2017, vol. 3, issue 4, 144-151

Abstract: The purpose of this study was to examine the relationship between service quality that affected the behavioral intention to re-visit low cost airline. Self-administered questionnaires had been distributed to 400 samples who had taken low-cost airline services at least two times. Descriptive statistics such as frequency, percentage, mean, and standard deviation as well as, multiple regression analysis had been used. The result from hypothesis testing showed that the relationship between service quality and behavioral intention to re-visit was positive with 0.05 statistical significance. The coefficient value (R) was 0.817, coefficient value R2 was 0.667, coefficient Adj. R2 was 0.663, and deviation was 0.8206. Reliability and empathy dimensions of service quality showed significant effect on behavioral intention to revisit. In conclusion, it has been recommended for those low-cost airline operators to increase service quality, especially in reliability and empathy dimensions as both have the impact on intention to re-visit in order to gain competitive advantages and profitability.ngaging in entrepreneurial activities to reinforce their incomes.

Keywords: Service Quality; Behavioral Intention; Intention to Re-Visit; Low-Cost Airline (search for similar items in EconPapers)
Date: 2017
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Persistent link: https://EconPapers.repec.org/RePEc:apa:ijbaas:2017:p:144-151

DOI: 10.20469/ijbas.3.10003-4

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