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Service Quality that Affects the Behavioral Intention to Re-Visit Low Cost Airline

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Listed:
  • UDOMPONG KHOMKAIY

    (College of Graduate Study in Management, Khon Kaen University, Khon Kaen, Thailand)

  • KHANCHITPOL

    (College of Graduate Study in Management, Khon Kaen University, Khon Kaen, Thailand)

  • YOUSAPRONPAIBOON

    (College of Graduate Study in Management, Khon Kaen University, Khon Kaen, Thailand)

Abstract

The purpose of this study was to examine the relationship between service quality that affected the behavioral intention to re-visit low cost airline. Self-administered questionnaires had been distributed to 400 samples who had taken low-cost airline services at least two times. Descriptive statistics such as frequency, percentage, mean, and standard deviation as well as, multiple regression analysis had been used. The result from hypothesis testing showed that the relationship between service quality and behavioral intention to re-visit was positive with 0.05 statistical significance. The coefficient value (R) was 0.817, coefficient value R2 was 0.667, coefficient Adj. R2 was 0.663, and deviation was 0.8206. Reliability and empathy dimensions of service quality showed significant effect on behavioral intention to revisit. In conclusion, it has been recommended for those low-cost airline operators to increase service quality, especially in reliability and empathy dimensions as both have the impact on intention to re-visit in order to gain competitive advantages and profitability.ngaging in entrepreneurial activities to reinforce their incomes.

Suggested Citation

  • Udompong Khomkaiy & Khanchitpol & Yousapronpaiboon, 2017. "Service Quality that Affects the Behavioral Intention to Re-Visit Low Cost Airline," International Journal of Business and Administrative Studies, Professor Dr. Bahaudin G. Mujtaba, vol. 3(4), pages 144-151.
    • Handle: RePEc:apa:ijbaas:2017:p:144-151
    DOI: 10.20469/ijbas.3.10003-4
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    References listed on IDEAS

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    1. Eunil Park & Sanghoon Lee & Sang Jib Kwon & Angel P. Del Pobil, 2015. "Determinants of Behavioral Intention to Use South Korean Airline Services: Effects of Service Quality and Corporate Social Responsibility," Sustainability, MDPI, vol. 7(9), pages 1-16, September.
    2. Alok Kumar Singh & Sushil, 2013. "Modeling enablers of TQM to improve airline performance," International Journal of Productivity and Performance Management, Emerald Group Publishing Limited, vol. 62(3), pages 250-275, March.
    3. Gokan Silahtaroglu & Pelin Vardarlier, 2016. "Leaders Impact on Organizational Behavior: A Text Mining Study on Universities in Turkey," International Journal of Business and Administrative Studies, Professor Dr. Bahaudin G. Mujtaba, vol. 2(2), pages 52-56.
    4. Sanghoon Lee & Eunil Park & Sang Jib Kwon & Angel P. Del Pobil, 2015. "Antecedents of Behavioral Intention to Use Mobile Telecommunication Services: Effects of Corporate Social Responsibility and Technology Acceptance," Sustainability, MDPI, vol. 7(8), pages 1-15, August.
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