Service quality of low-cost long-haul airlines – The case of Jetstar Airways and AirAsia X

2013 ◽  
Vol 26 ◽  
pp. 20-24 ◽  
Author(s):  
Hongwei Jiang
Keyword(s):  
Service Quality ◽  
Low Cost

scholarly journals Exploring Service Quality of Low-Cost Airlines in Europe: an Integrated MCDM Approach

2019 ◽  
Vol 5 (2) ◽  
pp. 109-130
Author(s):  
Mahmut Bakır ◽  
Şahap Akan ◽  
Emrah Durmaz
Keyword(s):  
Service Quality ◽  
Low Cost

scholarly journals Analysis of Passenger Response to Service Quality Terminal 1 Juanda Airport Surabaya

2019 ◽  
Vol 2 (1) ◽  
Author(s):  
Anggun Surya Mutiara Indah ◽  
Muhammad Ikhsan Setiawan
Keyword(s):  
Service Quality ◽  
Quantitative Research ◽  
Service Providers ◽  
Low Cost ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Public Facilities ◽  
Airport Terminal ◽  
Low Cost Carrier

Juanda Airport Surabaya is one of the airports managed by PT Angkasa Pura 1 (Persero). Airline LCC or Low Cost Carrier is an airline that offers low rates to its customers, with the consequence of eliminating or reducing some services or facilities that will be obtained by regular flights. This study aims to analyze the Facilities / Infrastructure, Accessibility & Public Facilities on the quality of service providers, in Terminal 1 of Juanda Airport Surabaya and analyze the LCC ( Low Cost Carrier ) airline in Terminal 1 of Juanda Airport Surabaya. This research includes quantitative research, using questionnaires as a data collector, the sample used is 100 passengers from various airlines in the research location, namely in Terminal 1 Juanda Airport, Surabaya. Data analysis using multiple linear regression analysis and hypothesis testing include t test, f test and multiple determination. Based on the results of the study concluded the quality of passenger services (Facilities/Infrastructure, Accessibility & Comfort and Safety) to the performance of managers, in Terminal 1 Juanda Airport Surabaya is quite good and adequate. This was proven by the answers of 100 respondents who stated that accessibility, facilities and infrastructure and comfort and safety in Juanda Airport Terminal 1 responded well. Based on the results of calculations there is the influence of facilities / infrastructure, accessibility & comfort and safety of service quality.

scholarly journals Impact of Service Quality of Low-Cost Carriers on Airline Image and Consumers’ Satisfaction and Loyalty during the COVID-19 Outbreak

2021 ◽  
Vol 19 (1) ◽  
pp. 83
Author(s):  
Thowayeb H. Hassan ◽  
Amany E. Salem
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Brand Image ◽  
Low Cost ◽  
Strategic Plans ◽  
Low Cost Carriers ◽  
Levels Of Service ◽  
The Impact ◽  
Customer Satisfaction And Loyalty

Low-cost carriers (LCCs) in Saudi Arabia operate in a competitive, highly demanding environment. Customer-related attributes may be influenced by the levels of service quality in a no-frills airline, which might impact satisfaction and loyalty. Given the unique traveler and market characteristics of the aviation sector in the kingdom, we sought to investigate the impact of service quality of LCCs on customer satisfaction and loyalty and the perceived airline image. A total of 299 passengers at two international airports were approached using a modified SERVQUAL scale. Results revealed that service quality was a significant predictor of customer satisfaction (β = 0.46, p < 0.0001), airline image (β = 0.55, p < 0.0001), and customer loyalty (β = 0.16, p = 0.006). The responsiveness dimension was the most important dimension of service quality, since it predicted all other constructs (satisfaction, loyalty, and brand image). Airline tangibles and reliability were independently associated with brand image and loyalty, respectively. Based on these results, LCCs should tailor future strategic plans that rely heavily on improving different service quality measures, particularly the responsiveness domain.

scholarly journals A survey on the service quality of launch terminal in Bangladesh based on customers satisfaction

2021 ◽  
pp. 27-38
Author(s):  
Ali Ashraf ◽  
Ashik Mazumder ◽  
Shariar Rahman Sumon ◽  
Saddam Hossain ◽  
Anika Nowshin Mowrin
Keyword(s):  
Service Quality ◽  
Questionnaire Survey ◽  
Structural Equation ◽  
Low Cost ◽  
Equation Modeling ◽  
Transport Service ◽  
Loading And Unloading ◽  
The Impact ◽  
Significant Factors

Quality of the service and effectiveness of service operations system are considered as important aspects of achieving the customers' satisfaction of any service organization. Since it is considered as the low cost, safe and enjoyable travelling method by the passengers, it is need of the hour to identify the customer satisfaction towards the development of transport service methods in the Bangladesh especially in Launch Service. The major objective of this study is to identify the impact of inland transport service quality on passengers' satisfaction. The present study has been attempted to understand and examine the factors influencing the passenger’s satisfaction in the Launch Service. The study is exploratory in nature and used factor analysis to identify the foremost significant factors of Passenger’s satisfaction with service quality. By questionnaire survey we put our survey into five category those are tangibility, reliability, responsiveness, assurance, empathy (24 type question). Also, we took a part in photography survey. From photography and questionnaire survey we made a data and put that data into analysis. By analysis the data we made some pie chat and find a result. Though the satisfaction level is not good. From the result it is shown that bollard quality, dock railing system, mooring ropes quality, staff accommodation; those four parts of the launch terminal is very poor. Although bollard quality, cleanliness, dock to dock joint, snapback zone, watchtower service; those five parts of launch terminal is poor. Also, the docking system, lighting system, loading and unloading system, security system for passenger’s, hawker’s volume, terminal maintenance is average; those five parts of launch terminal is good. It is disappointing to say that there isn’t any canteen facility for the passengers. The rest of the part of the launch terminal is good. We also recommended some suggestion which improvement could make a far better passenger’s satisfaction. Keywords: Service Quality; Service Variables; Launch Terminal; Structural Equation Modeling

Exploring Service Quality of Low Cost Airlines

2019 ◽  
Vol 40 (4) ◽  
pp. 301-315 ◽  
Author(s):  
Rania El Haddad
Keyword(s):  
Service Quality ◽  
Low Cost

scholarly journals Integration of CSI, Airqual, IPA, and PGCV to Determine Prioritisation of Service Quality on JTA Airlines

2021 ◽  
Vol 11 (1) ◽  
pp. 14-19
Author(s):  
Muhammad Ilham Adelino ◽  
Meldia Fitri
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
Low Cost ◽  
Flight Delays ◽  
Customer Complaints ◽  
Improve Service Quality ◽  
Service Priority

The quality of service on low-cost airlines is something that is often questioned by passengers. The purpose of this study is to identify and determine service priority factors to improve service quality on JTA Airlines using the integration of the CSI, AIRQUAL, IPA, and PGCV methods. The results obtained are the level of customer satisfaction at 65.5% and there is still a difference (gap) between expectations and experience. Priority factors are the departure and arrival of aircraft on time, fast and appropriate handling of flight delays, clear compensation procedures, clear and easy-to-understand customer service complaint information, staff and cabin crew more responsive in handling customer complaints, always ready to provide maximum service to passengers, and pay more attention to the age of the aircraft.

scholarly journals COULD SATISFACTION ON THE AIRLINE’S SERVICE QUALITY (AIRQUAL) MAKE LION AIR’S CUSTOMERS TRUST AND BECOME LOYAL TO THE AIRLINE COMPANY?

2019 ◽  
Vol 15 (2) ◽  
pp. 101-122
Author(s):  
Devi Angrahini Anni Lembana ◽  
Reina Valucy
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Low Cost ◽  
Equation Model ◽  
Primary Data ◽  
Low Cost Carrier ◽  
Customer Trust ◽  
Airline Tickets ◽  
Airline Company

The Indonesian public interest in using the service flights as their means of transportation is remarkably growing according to Indonesia Investment data in 2017. People tend to use service flights because of Indonesia’s unique geographical nature and airline tickets becomes increasingly affordable as the growth low-cost carrier. The purpose of this research is to investigate the role of customer satisfaction toward the airline’s service quality (AIRQUAL) in effecting trust and loyalty. The study was directly conducted by collecting primary data by randomly distribute 252 questioners to respondents that were boarding gate terminal 1A and 1B at the Soekarno Hatta International Airport. Hypotheses were then statistically tested using structural equation model. The results of this research show that satisfaction can make customer whose satisfied with the quality of the airline service become loyal to Lion Air. On the contrary, satisfaction cannot make the customer trust Lion Air as an airline company, even though they already satisfied with the quality of airline service.

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