Service Quality in the Airline Industry: Comparison Between Traditional and Low-Cost Airlines

• Tae-Hong Ahn ^[1] ; Timothy Jeonglyeol Lee ^[2]
  1. [1] Hanyang University

     Hanyang University

     Corea del Sur

     
  2. [2] University of Queensland

     University of Queensland

     Australia

     
• Localización: Tourism analysis, ISSN 1083-5423, Vol. 16, Nº. 5, 2011, págs. 535-542
• Idioma: inglés
• Texto completo no disponible (Saber más ...)
• Resumen

  • 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.