Investigating the antecedents of service quality in low cost carriers and budget airlines

The emergence of low cost carrier (LCC) services has changed the fundamentals of the aviation industry. With cheap flights and no frill services, LCC has attracted and made it possible for many passengers to fly. Due to this new innovation, has service quality differs from the full service airline...

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Main Authors:	Wan Jusoh, Wan Jamaliah, Irwan, Nurul Aflah
Format:	Conference or Workshop Item
Language:	English English English
Published:	2015
Subjects:	HF5001 Business. Business Administration
Online Access:	http://irep.iium.edu.my/48328/ http://irep.iium.edu.my/48328/1/Investigating_the_Antecedents_of_Service_Quality_in_Low_Cost_Carriers_and_Budget_Airlines_-Wan_Jamaliah_-revised-1.docx http://irep.iium.edu.my/48328/3/acceptance_letter_IDR_2015_Chiang_Mai.jpg http://irep.iium.edu.my/48328/4/certificate_of_presentation_IDR2015_Chiang_Mai.jpg

id	iium-48328
recordtype	eprints
spelling	iium-483282018-05-23T00:43:54Z http://irep.iium.edu.my/48328/ Investigating the antecedents of service quality in low cost carriers and budget airlines Wan Jusoh, Wan Jamaliah Irwan, Nurul Aflah HF5001 Business. Business Administration The emergence of low cost carrier (LCC) services has changed the fundamentals of the aviation industry. With cheap flights and no frill services, LCC has attracted and made it possible for many passengers to fly. Due to this new innovation, has service quality differs from the full service airlines? Therefore, this study was set out to investigate the antecedents of service quality in LCCs or budget airlines. Data was collected from 221 respondents in Kuala Lumpur and at the Low Cost Carrier Terminal in Sepang, Malaysia. The data was analysed using Partial Least Square Method. The findings showed that service quality for LCC were determined by tangibles, price, inflight crew, inflight services, on ground crew and flight schedule. All these factors explained 50 percent of the variance in service quality with tangible as the most important predictor of service quality, followed by price, in flight crew, in flight services, on ground crew and flight schedule. Therefore, it is important for LCCs to understand that these factors contribute to service quality in their industry and to concentrate on these factors and giving the best service so as to be competitive with the full service airlines. 2015 Conference or Workshop Item PeerReviewed application/pdf en http://irep.iium.edu.my/48328/1/Investigating_the_Antecedents_of_Service_Quality_in_Low_Cost_Carriers_and_Budget_Airlines_-Wan_Jamaliah_-revised-1.docx application/pdf en http://irep.iium.edu.my/48328/3/acceptance_letter_IDR_2015_Chiang_Mai.jpg application/pdf en http://irep.iium.edu.my/48328/4/certificate_of_presentation_IDR2015_Chiang_Mai.jpg Wan Jusoh, Wan Jamaliah and Irwan, Nurul Aflah (2015) Investigating the antecedents of service quality in low cost carriers and budget airlines. In: The First International Conference on Interdisciplinary Development Research, 17-18 September 2015, Chiang Mai University, Thailand. (Unpublished)
repository_type	Digital Repository
institution_category	Local University
institution	International Islamic University Malaysia
building	IIUM Repository
collection	Online Access
language	English English English
topic	HF5001 Business. Business Administration
spellingShingle	HF5001 Business. Business Administration Wan Jusoh, Wan Jamaliah Irwan, Nurul Aflah Investigating the antecedents of service quality in low cost carriers and budget airlines
description	The emergence of low cost carrier (LCC) services has changed the fundamentals of the aviation industry. With cheap flights and no frill services, LCC has attracted and made it possible for many passengers to fly. Due to this new innovation, has service quality differs from the full service airlines? Therefore, this study was set out to investigate the antecedents of service quality in LCCs or budget airlines. Data was collected from 221 respondents in Kuala Lumpur and at the Low Cost Carrier Terminal in Sepang, Malaysia. The data was analysed using Partial Least Square Method. The findings showed that service quality for LCC were determined by tangibles, price, inflight crew, inflight services, on ground crew and flight schedule. All these factors explained 50 percent of the variance in service quality with tangible as the most important predictor of service quality, followed by price, in flight crew, in flight services, on ground crew and flight schedule. Therefore, it is important for LCCs to understand that these factors contribute to service quality in their industry and to concentrate on these factors and giving the best service so as to be competitive with the full service airlines.
format	Conference or Workshop Item
author	Wan Jusoh, Wan Jamaliah Irwan, Nurul Aflah
author_facet	Wan Jusoh, Wan Jamaliah Irwan, Nurul Aflah
author_sort	Wan Jusoh, Wan Jamaliah
title	Investigating the antecedents of service quality in low cost carriers and budget airlines
title_short	Investigating the antecedents of service quality in low cost carriers and budget airlines
title_full	Investigating the antecedents of service quality in low cost carriers and budget airlines
title_fullStr	Investigating the antecedents of service quality in low cost carriers and budget airlines
title_full_unstemmed	Investigating the antecedents of service quality in low cost carriers and budget airlines
title_sort	investigating the antecedents of service quality in low cost carriers and budget airlines
publishDate	2015
url	http://irep.iium.edu.my/48328/ http://irep.iium.edu.my/48328/1/Investigating_the_Antecedents_of_Service_Quality_in_Low_Cost_Carriers_and_Budget_Airlines_-Wan_Jamaliah_-revised-1.docx http://irep.iium.edu.my/48328/3/acceptance_letter_IDR_2015_Chiang_Mai.jpg http://irep.iium.edu.my/48328/4/certificate_of_presentation_IDR2015_Chiang_Mai.jpg
first_indexed	2023-09-18T21:08:35Z
last_indexed	2023-09-18T21:08:35Z
_version_	1777411099767865344

Investigating the antecedents of service quality in low cost carriers and budget airlines

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