Service quality, satisfaction, and behavioural intentions: A study of low‐cost airline carriers in Thailand
Managing Service Quality: An International Journal
ISSN: 0960-4529
Article publication date: 15 May 2009
Abstract
Purpose
The purpose of this paper is to examine the relationships among the constructs of service quality, satisfaction, and behavioural intentions in passengers of three low‐cost carriers (LCCs) offering airline services in Thailand.
Design/methodology/approach
A large sample of 1,212 passengers who had travelled on LCCs in Thailand in the preceding 12 months is surveyed to test four hypothesised relationships among the constructs of service quality, satisfaction, and behavioural intentions using structural equation modelling (SEM).
Findings
The study finds that the order of importance of the dimensions of service quality tested here is: flight schedules; flight attendants; tangibles; and ground staff. Passenger satisfaction with these service‐quality dimensions is found to be very important in explaining behavioural intentions. Satisfied passengers are mostly influenced by the schedule. Such customers engage in positive word‐of‐mouth communication and have high repurchase intentions. Dissatisfied passengers prefer to change airlines, rather than provide feedback to the LCCs.
Research limitations/implications
The study has not definitively established causality among the constructs of service quality, satisfaction, and behavioural intentions. Moreover, satisfaction is based only on service quality. Future research should examine the causality and other possible satisfaction factors.
Practical implications
Managers of LCCs who have not traditionally placed a high priority on quality should be aware of the importance of service quality and passenger satisfaction in determining the behavioural intentions of passengers of LCCs.
Originality/value
The study provides an example of the use of a revised set of SERVPERF service‐quality dimensions. The study also posits passenger satisfaction and behavioural intentions in a single model in the context of LCCs in Thailand.
Keywords
Citation
Saha, G.C. and Theingi (2009), "Service quality, satisfaction, and behavioural intentions: A study of low‐cost airline carriers in Thailand", Managing Service Quality: An International Journal, Vol. 19 No. 3, pp. 350-372. https://doi.org/10.1108/09604520910955348
Publisher
:Emerald Group Publishing Limited
Copyright © 2009, Emerald Group Publishing Limited