INVESTIGATION ON SATISFACTION OF CUSTOMERS WITH FULL SERVICE AND LOW COST AIRLINES

Document Type:Thesis

Subject Area:Business

Document 1

Also, the increased competition in the international airline industry calls for valuation of consumers’ perception of quality services. These challenging situation of the cut-throat competition of full service and low-cost carriers demands a deeper understanding of cues that guide relationships between the airline companies and passengers. Most scholars agree that price is a basic factor in preferring either of the two services. However, it is not necessarily the driving factor towards customer’s satisfaction (Forgas et al. Although some airlines (low-cost) adopt a value for money to attract passengers, the big challenge remains to be creating loyal base and retention of customers (Rajaguru, 2016). Thirdly, it will divide behavioural intention into two parts (intention to repurchase and recommend) to avoid precluding a proper investigation of the effect of client satisfaction on various essential outcomes (Walsh & Bartikowski, 2013).

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Lastly, the research will adopt the multi-group analysis that will help in assessing how far a latent profile remedy generalizes customers in the case of the two airlines (Morin, Meyer, Creusier, & Biétry, 2016). Purpose of the study The research will examine satisfaction of customers, consequences and its antecedents within the airline industry by comparing low-cost and full-service airlines. Study hypotheses 1. The tangibles in the airline industry have a positive influence on customer satisfaction. Data analysis The data collected from the respondents will be analysed using Chi-square method, multi-group analysis technique and a structural model. For instance, the structural formula in AMOS will be adapted to test a conceptual model. A multi-group analysis will be conducted to test a moderating role of airlines.

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