An investigation of customer satisfaction with low-cost and full-service airline companies

Koklič, Mateja Kos; Kukar‐Kinney, Monika; Vegelj, Spela

doi:10.1016/j.jbusres.2017.05.015

Cited by 154 publications

(140 citation statements)

References 31 publications

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“…Similarly, Koklic et al (2017) found that the quality of the crew service was highly effective on customer satisfaction in FSCs.…”

Section: Discussion Of the Findingsmentioning

confidence: 90%

“…The role of the cabin crew in service quality, and therefore in value creation, has been discussed since the SERVQUAL model included responsiveness and empathy dimensions. In literature, it has been found that the cabin crew is prominent in many studies (Osaki and Kubota 2016;Koklic et al 2017). The cabin crew are the representatives of the airline on board.…”

Section: Discussion Of the Findingsmentioning

confidence: 99%

“…The services offered by airlines are divided into ground services and in-flight services. Ground services refer to all services offered to passengers at the airport, while in-flight services include onboard catering, entertainment, physical evidence, and the cabin crew (Koklic et al 2017). In-flight services play a pivotal role for business passengers to evaluate the value they have obtained and to choose the airline accordingly (Li et al 2017).…”

Section: Introductionmentioning

confidence: 99%

See 2 more Smart Citations

The Role of In-Flight Service Quality on Value for Money in Business Class: A Logit Model on the Airline Industry

Atalık

Bakır

Akan

2019

Administrative Sciences

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The main purpose of this study was to investigate the effect of in-flight service quality on value for money for business passengers in airlines. In this study, in-flight service quality included four dimensions—seat comfort, staff service, food and beverages, and in-flight entertainment—while value for money was used as a dichotomous variable. In the study, 1096 business passenger reviews were employed through secondary data. Logistic regression analysis was used to investigate the relationships between the variables and finally the success of classification was tested by the ROC (Receiver Operating Characteristics) curve. As a result, the findings indicate that the proposed logit model sufficiently explains the relationship between in-flight service quality and value for money in business passengers. Moreover, the study provides a deep understanding of how passengers perceive in-flight service quality in business class. The study also reveals that seat comfort has the highest impact on value for money.

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“…Similarly, Koklic et al (2017) found that the quality of the crew service was highly effective on customer satisfaction in FSCs.…”

Section: Discussion Of the Findingsmentioning

confidence: 90%

Section: Discussion Of the Findingsmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

See 1 more Smart Citation

The Role of In-Flight Service Quality on Value for Money in Business Class: A Logit Model on the Airline Industry

Atalık

Bakır

Akan

2019

Administrative Sciences

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“…Passenger satisfaction is the uppermost driver of passenger loyalty enhancement, not of price. And passenger trust has a dramatic impact on passenger satisfaction (Koklica, Kinneyb, & Vegelj, 2017).…”

Section: Customer Satisfactionmentioning

confidence: 99%

Could Satisfaction on the Airline’s Service Quality (Airqual) Make Lion Air’s Customers Trust and Become Loyal to the Airline Company?

Lembana

Valucy

2019

j. manaj.

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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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“…Hence, this study aims to confirm the positive relationships between congruence measured by relevancy and expectancy [27,28], favorability toward the airline, and purchase intention in the context of airline cause sponsorship. In particular, the study focuses on full-service airlines, with a range of differential services for passengers depending on seat classes [29][30][31]. Their price structure is complex, with some influence of price sensitivity on passenger satisfaction, but with a larger influence from service quality, compared with low cost counterparts [32].…”

Section: Introductionmentioning

confidence: 99%

Entrepreneurial Marketing and Airline-Cause Sponsorship Congruence: Passenger Sponsorship Response to US-Based Full-Service Airlines

Kim

2018

Sustainability

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Abstract:Cause sponsorship is one of the most frequently used cause-related marketing (CRM) strategies for extending brand image, often through strategic alliances with nonprofit organizations. Whilst airlines' corporate social responsibility (CSR) initiatives have received focused attention in the sustainable tourism literature, the effective development of cause sponsorship has not been understood. In particular, an understanding of airlines' cause sponsorship of non-sports related charitable causes and their influence on perceived congruence between the airline and its associated causes are limited. In order to address this gap, the study delves into the intersection of entrepreneurial marketing and sponsorship of environmental and/or social causes. It investigates the structural relationship between entrepreneurial marketing, congruence, favorability toward the airline, and purchase intention by analyzing a sample of 443 travelers on US-based full-service airlines using Structural Equation Modeling (SEM). The study demonstrates the positive effects of value creation and risk management on congruence, which in turn has a positive influence on travelers' favorability toward the airline. Further, it confirms that favorability toward the airline predicts purchase intention. This study highlights that entrepreneurial marketing efforts to create customer value, and effective management of the associated risks, are indispensable to successful conveyance of congruent airline sponsorship programs.

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An investigation of customer satisfaction with low-cost and full-service airline companies

Cited by 154 publications

References 31 publications

The Role of In-Flight Service Quality on Value for Money in Business Class: A Logit Model on the Airline Industry

The Role of In-Flight Service Quality on Value for Money in Business Class: A Logit Model on the Airline Industry

Could Satisfaction on the Airline’s Service Quality (Airqual) Make Lion Air’s Customers Trust and Become Loyal to the Airline Company?

Entrepreneurial Marketing and Airline-Cause Sponsorship Congruence: Passenger Sponsorship Response to US-Based Full-Service Airlines

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