• Journal of Distribution Science
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• v.21 no.4
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• pp.21-33
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• 2023

Purpose: To study, analyze, and investigate how to improve the service quality distribution and perceived value of passenger loyalty in low-cost airlines in Thailand. Research Design, data, and methodology: The data was collected from low-cost airline passengers who had used low-cost airlines within Thailand more than twice in the last 12 months. In total, 632 questionnaires were received, representing 97.32%, and in-depth interviews were done using the semi-structured technique. The key informants were either executives or representatives from 4 low-cost airlines operating in Thailand. We utilized structural modeling techniques to examine the data relevant to the investigation. Results: The results show that low-cost airline passengers in Thailand have strong opinions about the perceived value of the passenger loyalty of low-cost airlines within this sector of the Thai air travel industry. The variables were sorted in order of importance and included passenger loyalty, satisfaction, trust, perceived value, and service quality distribution. The relationship between the service quality distribution variables and the significance in relation to passenger loyalty according to low-cost airlines in Thailand showed that service quality distribution had a positive effect on perceived value and that passenger satisfaction has a direct positive effect on passenger loyalty. Conclusions: The 8 QPSTL strategy is successful in terms of service quality distribution and passenger satisfaction, therefore it is an important aspect of low-cost airlines in Thailand.

• Journal of the Korean Society for Aviation and Aeronautics
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• v.19 no.1
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• pp.74-87
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• 2011

This paper tried to research the relationship among the passenger's satisfaction and expectation of in-flight service quality, overall satisfaction and passenger's Loyalty by emphasizing on two groups of passengers and cabin crews from K-airline to find out which service quality area should be focused on for pursuing premium in-flight service. Such six service quality areas as in-flight equipment, food&beverage, duty-free sales, service ability, service image and specialized service were conceived and survey questions were made based on relevant previous researches. The analysis has used the data of 281 passengers and 336 cabin crews from K-airline. According to the analysis, in physical service factors, passengers perceive satisfaction from duty-free sales contributes to overall service satisfaction. However, cabin crews believed in-flight equipment and food&beverage are important to overall service satisfaction. In human service factors, both groups seemed to agree service ability and service image have a positive impact on overall service satisfaction. Among service satisfaction factors, the customer's satisfaction from cabin crew's service ability(service response, professional knowledge and foreign language skill) is also proven to be directly connected to customer loyalty.

• Journal of the Korean Society for Aviation and Aeronautics
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• v.21 no.2
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• pp.47-61
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• 2013

A concession business at Incheon Int'l airport has achieved a huge success since its grand opening of 2001. However the duty-free market became matured due to downtown duty free stores and on-line stores. Thus this paper tried to research and suggest strategic planning of VMD at Incheon airport's duty-free after analyzing the relationship among the components of duty-free store's VMD, brand awareness, brand image and customer's loyalty. Components of VMD are constructed in harmony, attractiveness, trendiness and Trust, which are independent variables. In addition, brand awareness and brand image are chosen as control variables. Customer loyalty is also designated as a dependant variable. Focusing those variables, this paper tried to find out the effect of VMD components to brand and consumer loyalty. According to the research result, it is proven attractiveness and harmony have a significant positive impact on brand awareness and brand image. It is also found out brand awareness and image have a positive impact on passenger's loyalty on duty-free stores at Incheon airport.

• Journal of the Korea Society of Computer and Information
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• v.24 no.2
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• pp.149-155
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• 2019

The purpose of this paper is to design a survey of passenger satisfaction by using the Likert five-scale for the passengers of Incheon International Airport and Beijing Capital International Airport in China, and to combine the actual service situation of the airports in the two countries, using SPSS statistical software. Analyze and process statistics. Using the questionnaire survey method and exploratory factor analysis method, the airport service quality is analyzed to analyze the impact model of customer satisfaction. We will sort out the customer satisfaction with the two airports, compare and analyze the gaps in airport services between the two countries, and identify problems to formulate optimization and improvement plans.

• Journal of the Korean Society for Aviation and Aeronautics
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• v.26 no.4
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• pp.1-12
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• 2018

Baggage Handling System(BHS) is an important element of ground operation services and the importance is further emphasized as air demand increases and passengers change. If there is a problem with departure baggage handling, the aircraft's gate occupancy time will be longer than the initial plan, resulting in congestion of the anchorage leading to final passenger terminal and mooring and road congestion and arrival or It is delayed until the processing of the baggage of the connecting flight and it can cause an economic loss such as confusion in the operation of the airport. The purpose of this study is to investigate the effect of the perception of service quality of BHS users on public Institutions performance through user satisfaction, user performance, and user loyalty. Analysis results using Structural Equation Model was suggested and its implication was discussed in the conclusion.

• The Journal of Asian Finance, Economics and Business
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• v.7 no.10
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• pp.865-874
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• 2020

In Vietnam, the airline service sector plays an important economic role. However, it is a complicated industry that is open to failures. Negative emotions are an essential variable for the airline service industry because they can trigger a variety of coping behaviors that affect consumer loyalty as well as the image and reputation of the airline service providers. However, negative emotions and the accompanying coping behaviors are often investigated partially or as separate issues, thus leading to an incomplete understanding. This study is conducted to fill this gap by proposing and testing the causal relationship between negative emotions (anger, frustration, regret) and coping behaviors (complaint, negative word-of-mouth (WOM), and switching intention) in the context of the airline industry. Eight research hypotheses are tested. Using the partial least squares structural equation modeling (PLS-SEM) on a sample of 587 passengers in Vietnam, the empirical results show that anger and frustration influence complaints, negative WOM, and switching intention, while regret leads to switching intention and negative WOM. Thus, the research has important academic and practical implications. The empirical outcome could be of major importance for airline companies in planning to provide new services and achieve high performance in the long run.