Study of Service Quality, Service Value and Satisfaction-A Case of Low Cost Carrier Airlines

Pin-Fenn Chou

《Journal of Aeronautics, Astronautics and Aviation》 46卷2期 Vol.46 No.2 (2014/06) Pp. 108-113

https://doi.org/10.6125/14-0409-791

並列摘要

The purpose of this study is to analyze the impact of the service quality on air traveler's satisfaction when traveling with Low Cost Carrier Airlines. Comfortable legroom was the least agreed service attributes. For this study, service quality was measured by four factors: convenience, tangible, personnel, and reliability. The structural equation modeling (SEM) indicated that service quality has a significant positive influence on service value and satisfaction, and service value had a significant positive influence on satisfaction. The hierarchical regression analysis showed that service value has a significant importance between service quality and satisfaction. The theoretical and practical implications of the research findings are also discussed.

並列關鍵字

Service quality ； Service value ； Satisfaction ； Low cost carrier