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Factors affecting customer satisfaction and loyalty towards low cost airline in Thailand
Tanomsin, Peeticha1, Chen, Chenin2.
This research aims to examine the effect of service quality and price toward customer’s
satisfaction and loyalty in Thai Low Cost Airline (LCA). The data was collected from the survey
of 471 respondents who were passengers of Thai LCA. The data was analyzed using multiple
regression to determine the influences of the variable. The correlational value pointed out that
that customer’s satisfaction and customer’s loyalty greatly affect each other, followed by service
quality and customer’s satisfaction. The least influential variable was between price and
customer’s satisfaction and loyalty. Thus, the investigation indicates that the casual correlation of
customer’s satisfaction and loyalty is largely interlinked. The local LCA should aims to develop
their satisfaction through passenger’s satisfied service quality, mainly via responsiveness quality.
Affiliation:
- Not Indicated, Not Indicated
- Not Indicated, Not Indicated
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