Customer satisfaction using low cost carriers

Yu Kyoung Kim and Hyung Ryong Lee

Tourism Management, 2011, vol. 32, issue 2, 235-243

Abstract: Low cost carriers (LCCs) have a competitive advantage over full service carriers (FSCs) in several nations due to their lower fares and similar levels of service quality. Not all customers' needs are alike, and the market characteristics found in the LCCs industry may influence customers' attitudes. Thus, this study examines the relative importance of perceived service quality and the relationship between perceived service quality, customer satisfaction and behavioral intention using multidimensional methods. The results from this study indicate that the significant dimensions of customer satisfaction are tangibles and responsiveness. In addition, the study confirms the significant consequences of customer satisfaction including word-of-mouth communication, purchase intentions, and complaining behavior. Based on these results, carriers should develop tangibles and responsiveness for the enhancement of customer satisfaction and behavioral intentions.

Keywords: Low cost carriers; Perceived service quality; Customer satisfaction; Behavioral intentions (search for similar items in EconPapers)
Date: 2011
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (49)

Downloads: (external link)
http://www.sciencedirect.com/science/article/pii/S0261517709002386

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:eee:touman:v:32:y:2011:i:2:p:235-243

DOI: 10.1016/j.tourman.2009.12.008

Access Statistics for this article

Tourism Management is currently edited by Chris Ryan

More articles in Tourism Management from Elsevier
Bibliographic data for series maintained by Catherine Liu ().