A STUDY ON CUSTOMER’S PERCEPTION ON SERVICE QUALITY, PRICE AND SATISFACTION ABOUT LOW COST CARRIERS

K Deeppa, Dr.R GANAPATHI

Abstract


Service quality conditions influences a low cost carrier’s competitive advantage by retaining customer support, and with this comes market share. Delivering high quality service to customers is essential for low cost carrier survival, so low cost carriers need to understand what customers expect from their services. The speed and intensity of change in service offerings has accelerated in recent years within the low cost airline industry. The results indicate that there is a significant difference between socio-economic characteristics of customers and service quality of low cost carriers and there is a significant difference between socio-economic characteristics of customers and price of low cost carriers. Meanwhile, the results show that there is a significant association between socio-economic characteristics of customers and level of satisfaction about low cost carriers. The correlation analysis reveals that the customer’s perceived service quality dimensions of tangible, reliability, empathy, assurance and responsiveness are moderately and positively correlated with customer’s satisfaction about low cost carriers, while, price is moderately and negatively correlated with  customer’s satisfaction about low cost carriers.

Key Words: Low Cost Carriers, Price, Satisfaction and Service Quality.

 


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ISSN : 2251-1555