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Assessing how service quality, airline image and customer value affect the intentions of passengers regarding low cost carriers

Author

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  • Yang, Keng-Chieh
  • Hsieh, Tsui-Chuan
  • Li, Hendrik
  • Yang, Chyan

Abstract

This paper uses simple structural equation modelling to investigate relationships between service quality, airline image, customer value and behavioural intentions for passengers to fly on low cost carriers. In particular it focuses on flier’s expectations of the types of services that they can enjoy. The analysis indicates that service quality has a significant positive effect on customer value, airline image and behavioural intentions, but that airline image does not itself significantly influence behavioural intentions.

Suggested Citation

  • Yang, Keng-Chieh & Hsieh, Tsui-Chuan & Li, Hendrik & Yang, Chyan, 2012. "Assessing how service quality, airline image and customer value affect the intentions of passengers regarding low cost carriers," Journal of Air Transport Management, Elsevier, vol. 20(C), pages 52-53.
    • Handle: RePEc:eee:jaitra:v:20:y:2012:i:c:p:52-53
    DOI: 10.1016/j.jairtraman.2011.12.007
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    References listed on IDEAS

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    1. Park, Jin-Woo & Robertson, Rodger & Wu, Cheng-Lung, 2004. "The effect of airline service quality on passengers’ behavioural intentions: a Korean case study," Journal of Air Transport Management, Elsevier, vol. 10(6), pages 435-439.
    2. Hensher, David A. & Stopher, Peter & Bullock, Philip, 2003. "Service quality--developing a service quality index in the provision of commercial bus contracts," Transportation Research Part A: Policy and Practice, Elsevier, vol. 37(6), pages 499-517, July.
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