Title: Assessing how service quality, airline image and customer value affect the intentions of passengers regarding low cost carriers
Authors: Yang, Keng-Chieh
Hsieh, Tsui-Chuan
Li, Hendrik
Yang, Chyan
資訊管理與財務金融系 註:原資管所+財金所
Department of Information Management and Finance
Keywords: Low cost airlines;Airline service quality;Airline image
Issue Date: 1-May-2012
Abstract: This paper uses simple structural equation modelling to investigate relationships between service quality, airline image, customer value and behavioural intentions for passengers to fly on low cost carriers. In particular it focuses on flier's expectations of the types of services that they can enjoy. The analysis indicates that service quality has a significant positive effect on customer value, airline image and behavioural intentions, but that airline image does not itself significantly influence behavioural intentions. Crown Copyright (C) 2011 Published by Elsevier Ltd. All rights reserved.
URI: http://dx.doi.org/10.1016/j.jairtraman.2011.12.007
ISSN: 0969-6997
DOI: 10.1016/j.jairtraman.2011.12.007
Volume: 20
Begin Page: 52
End Page: 53
Appears in Collections:Articles

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