Service Quality and Customer Satisfaction on Budget Airlines: Kano Model Approach
Anthony Tik-tsuen Wong, Mandy Wai-Man Ho
Journal of Economics, Management and Trade · pp. 1–16 · Published 7 Sep 2019
10.9734/jemt/2019/v24i530178Abstract
Although low-cost carrier (LCC) airlines do not provide significant service to customer, the demand and market share of LCC is constantly increasing. Services provided by LCC and the quality of their services become a competitive advantage of LCC airlines. The purpose of this research is to identify the factors that are ‘must-be’ dimension after being categorized into five attributes by using Kano Model. 260 responses were collected. The questionnaires include questions about the services factors in the SERVQUAL service model, basic demographic variables and respondents who have taken or not taken the Hong Kong Express before as Hong Kong Express is classified as one significant player of LCC airlines in Hong Kong. The result can give insights to Hong Kong Express to identify their service areas that needed to be improved and paid attention to increase customers’ satisfaction in future.
Cited by 7
Naveen Jain, A. R. Singh, R. K. Upadhyay · International Journal of Sustainable Engineering · 2020
Quang Dang Nguyen, Khoa Van Nguyen, Olga Kolosova · International Journal of Information Systems in the Service Sector · 2021
Tahire Hüseyinli, Selvi Vural, Zehra Sağlam Minaz · MANAS Sosyal Araştırmalar Dergisi · 2024
Adib Susilo, Muhammad Kurnia Rahman Abadi, Abdullah Sahroni · Al Tijarah · 2022
Gamze KAYAN ÜRGÜN, Zuhal ÇİLİNGİR ÜK · Güncel Turizm Araştırmaları Dergisi · 2022
Kai-Chieh Hu, Vera Salim · Applied Sciences · 2023
Mohammad Badruddoza Talukder, Dil Afrin Swarna, Sanjeev Kumar · Sport i Turystyka. Środkowoeuropejskie Czasopismo Naukowe · 2025
Related research
- Applying Two-Dimensional Quality Model for Identifying Critical Factors of Service Quality: A Case Study on Traditional Chinese Medicine Clinic in Taiwan — shares topic coverage
- Customer Satisfaction towards Online Shopping in Sri Lanka: Moderating Effect of Income Level — shares topic coverage
- The Influence of Service Quality on Customers' Satisfaction in Ghayathi Medical Centers — shares topic coverage
- The Knowledge and Accuracy Roles in Explaining the Business Communication on Customer Satisfaction inside SMEs — shares topic coverage
- Dynamics of Online Shopping Trends for Fashion Products: A Case Study of Himachal Pradesh, India — shares topic coverage
Article metrics
Real usage data collected on this platform.
7
Page views
0
PDF downloads
1
Outbound clicks
7
Citations
Views over time
Views by country
Approximate, from request IP at view time — not citizenship or institution. Countries with fewer than 5 views are grouped as "Other".
Traffic sources
Referring site, by host.
Views and downloads exclude known bots/crawlers. Citations combines this platform's own DOI-resolved index with each external source's own reported total — see Cited by above for individually listed citing works. Last refreshed 0 seconds ago.