Thai Passengers’ Satisfaction after Receiving Services from Thailand's Domestic Low Cost Airline

Charoensettasilp, Sittichai; Wu, Congxin

doi:10.14257/ijunesst.2013.6.6.11

Cited by 4 publications

(3 citation statements)

References 4 publications

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“…In previous study, demographic factors are studied to find the effects of relationship between demographic factors and satisfaction; also moderating effect between service marketing mix and satisfaction (Charoensettasilp & Wu, 2013). The result shown that they have the direct effect to satisfaction but they were not moderating factors between service marketing mix and satisfaction.…”

Section: Moderatormentioning

confidence: 99%

The Effect of Demographic Information as Moderator toward Relationship between Service Quality, Customer Satisfaction, and Customer Loyalty in Thai Low Cost Carriers’ Passengers

Pitchayadejanant¹,

Nakpathom²

2016

JMM

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This paper intends to study the effect between service quality and customer satisfaction; customer satisfaction and customer loyalty; also the effect of demographics as moderator toward the relationships. The demographic variables: gender, age, education level, and income, are considered as the moderating factors. The respondents are passengers using low cost airline only in domestic. Structural equation model (SEM) is applied to discover the effects following the objectives of study. According to the result, gender affects the relationship between assurance and customer satisfaction to be negative whereas age affects their relationship to be positive. Furthermore, gender affects the relationship between empathy and customer satisfaction to be positive. For income level, it affects the relationship between reliability and customer satisfaction to be negative effect. Lastly, the education level affects the relationship between customer satisfaction and customer loyalty to be negative effect. In conclusion, the demography should be extended to study in various fields for explaining the phenomenon of demographic.

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Section: Moderatormentioning

confidence: 99%

The Effect of Demographic Information as Moderator toward Relationship between Service Quality, Customer Satisfaction, and Customer Loyalty in Thai Low Cost Carriers’ Passengers

Pitchayadejanant¹,

Nakpathom²

2016

JMM

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“…The entrance and dominance of LCCs had a profound impact on the global market share. In Thailand, the introduction of LCCs began with One-Two-GO in December 2003, followed by Thai AirAsia in February 2004, Nok Air in July 2004, and Thai Smile in 2009(Charoensettasilp & Wu, 2013. In 2017, the Airport Authority of Thailand reported that LCCs contributed to 47% of total passenger traffic and tripled ASK on Thailand's domestic routes (CAPA, 2018).…”

Section: Previous Work On Airline Management and Lccsmentioning

confidence: 99%

Fuzzy QFD for LCC Strategic Decisions in Thailand

Akkawuttiwanich,

Yenradee,

Cheramakara

2023

International Journal of Knowledge and Systems Science

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This study focuses on the impact of the Covid-19 crisis on low-cost carriers (LCCs), particularly in comparison to full-service airlines (FSAs). With a target segment of price-sensitive leisure travelers, LCCs have been significantly affected. The objective of this paper is to analyze customer requirements for Thai LCCs during the Covid-19 recovery period and identify strategic improvement decisions accordingly. Nok Air, a well-established LCC in Thailand, is used as a case study. The proposed fuzzy QFD approach is employed to prioritize customer requirements, suggest strategic decisions, and enhance operational practices for the airline's recovery. Key findings include positioning as a premium LCC, offering premium services, increasing ancillary revenue, and improving aircraft utilization. This research is the first to apply fuzzy QFD to prioritize strategic decisions for managing LCCs during the Covid-19 recovery, aiming to enhance customer satisfaction and performance ratings set by the management team.

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“…From the perspective of passengers, various schemes for describing service quality dimensions or attributes have been proposed. Most of these programs are presented as quality measures to investigate the ties between the quality of service and related issues, such as airline choice [7,8,9], customer satisfaction [10,11], passenger type [12], airline type [13], airline class [14], aircraft type [15], productivity [16], total transportation service offering [17], assessment group [18] and attribute dependency [19].…”

Section: Service Quality Of Airline Services and Its Measurementmentioning

confidence: 99%

Service Quality of Domestic Airlines in the Face of Covid-19 in Pakistan

Ishtiaq,

Iqbal,

Raja Zohaib

et al. 2021

GMIT

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The coronavirus pandemic has thrown the airline industry into disarray, dramatically altering the passenger experience. Owing to the COVID-19 pandemic, the chain of lockdowns, and the provisions of safety and security regulations, airlines have faced major hurdles. The growing assumption that passengers are aware of the quality of service is causing further concern. In today's highly competitive air travel climate, airlines must not only concentrate on service quality, but also on safety and security problems, especially in light of the COVID-19 pandemic. In the COVID-19 case, study into these dimensional studies becomes more relevant. As a result, the aim of this analysis was to see how service quality dimensions influenced the overall quality of service rendered by domestic airlines in Pakistan during the COVID-19 pandemic. The study used a quantitative approach with a descriptive and explanatory analysis style. A random group of 200 passengers who travelled after the domestic airline operation was shut down and reopened was approached. A total of 160 people replied to the poll. Various factors impact the service level of domestic airlines during COVID-19 post-lockdown operations. Airlines must consider all potential factors that affect the quality of their operation. The variables are dependability, assurance, tangibility, empathy, and responsiveness. Both of these considerations contribute to supplying passengers with a quality service. Domestic airlines in Pakistan must focus more on the dimensions of flexibility, tangibility, and responsiveness in order to achieve the COVID-19 level of operation. This means that tangibility must focus on the highest degree of service during COVID-19 and related scenarios.

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Thai Passengers’ Satisfaction after Receiving Services from Thailand's Domestic Low Cost Airline

Abstract: There are 3 major low-cost airline providers in Thailand. The

Cited by 4 publications

References 4 publications

The Effect of Demographic Information as Moderator toward Relationship between Service Quality, Customer Satisfaction, and Customer Loyalty in Thai Low Cost Carriers’ Passengers

The Effect of Demographic Information as Moderator toward Relationship between Service Quality, Customer Satisfaction, and Customer Loyalty in Thai Low Cost Carriers’ Passengers

Fuzzy QFD for LCC Strategic Decisions in Thailand

Service Quality of Domestic Airlines in the Face of Covid-19 in Pakistan

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