Investigating the antecedents of service quality in low cost carriers and budget airlines

Wan Jusoh, Wan Jamaliah and Irwan, Nurul Aflah (2015) Investigating the antecedents of service quality in low cost carriers and budget airlines. In: The First International Conference on Interdisciplinary Development Research, 17-18 September 2015, Chiang Mai University, Thailand. (Unpublished)

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Abstract

The emergence of low cost carrier (LCC) services has changed the fundamentals of the aviation industry. With cheap flights and no frill services, LCC has attracted and made it possible for many passengers to fly. Due to this new innovation, has service quality differs from the full service airlines? Therefore, this study was set out to investigate the antecedents of service quality in LCCs or budget airlines. Data was collected from 221 respondents in Kuala Lumpur and at the Low Cost Carrier Terminal in Sepang, Malaysia. The data was analysed using Partial Least Square Method. The findings showed that service quality for LCC were determined by tangibles, price, inflight crew, inflight services, on ground crew and flight schedule. All these factors explained 50 percent of the variance in service quality with tangible as the most important predictor of service quality, followed by price, in flight crew, in flight services, on ground crew and flight schedule. Therefore, it is important for LCCs to understand that these factors contribute to service quality in their industry and to concentrate on these factors and giving the best service so as to be competitive with the full service airlines.

Item Type:	Conference or Workshop Item (UNSPECIFIED)
Additional Information:	163/48328
Subjects:	H Social Sciences > HF Commerce > HF5001 Business. Business Administration
Kulliyyahs/Centres/Divisions/Institutes (Can select more than one option. Press CONTROL button):	Kulliyyah of Economics and Management Sciences > Department of Business Administration
Depositing User:	Dr Wan Jamaliah Wan Jusoh
Date Deposited:	19 Jan 2016 09:24
Last Modified:	23 May 2018 08:43
URI:	http://irep.iium.edu.my/id/eprint/48328

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