Customer satisfaction using low cost carriers

A Study on the Effects of Word-of-Mouth on Brand Trust in Tourism Industry

“…Moreover, Oral Suggestion did not present commercial motivation that consumers would consider Oral Suggestion with higher reliability than advertisement (Kang and Gretzel 2012). Some researchers discovered that consumers would depend on others' opinions when evaluating a new product or a new service (Kim & Lee, 2011); or, the effects among people would became critical when a product complexity was enhanced and objective and specific evaluation criteria were insufficient (Hsu, 2016). Overall speaking, a consumer would look for Word-of-Mouth information to make decisions when facing information overload and high perceived risk, evaluating new product, selecting professional service providers, and product complexity being increased but lack of objective and specific evaluation criteria ).…”

Analysis of Visitor Satisfaction with Public Transport in Munich

“…For example, British tourists are generally more satisfied with local transport services during their summer holidays than German tourists. Other influences on satisfaction include word-of-mouth communication, purchase intention, and complaining behavior (Kim and Lee 2011).…”

The Airline Service Quality Affecting Post Purchase Behavioral Intention: Empirical Evidence from the Low Cost Airline Industry

“…Services such as leading passenger to their seats, introducing dishes passengers are having or online booking and frequent flyer schemes are examples of areas measured in this criteria [5], [6], [13], [14].…”

“…To continuously grow and gain competitive advantage over other low cost airlines, each low cost airline company needed to promote themselves and ensure that their passengers could receive an impressive service quality [4]. It is also interesting to find in a study by Kim and Lee [5] that the low price of air fares in low cost airlines might no longer be the most significant factor for passengers to choose which airline to fly with, but perceptions about service quality of low cost airlines, was. The satisfactory quality of service refers to how the service could response to the needs of passengers.…”