Expectations and perceptions of service quality : a study on customer satisfaction of the low-cost airline industry in Singapore.

• Main Authors: Goh, Weihan., Chen, Jolynn Pinyue., Teo, Colin Jun Cong.
• Other Authors: Hooi Den Huan
• Format: Final Year Project
• Language: English
• Published: 2009
• Subjects: DRNTU::Business::Marketing::Customer services; DRNTU::Business::Industries and labor
• Online Access: http://hdl.handle.net/10356/15268
• Institution: Nanyang Technological University

The low-cost airline industry has been burgeoning in recent history, offering flights to consumers at unprecedented low prices. This, however, comes with reduced service standards, relative to full-service airlines. With several economic factors forecasted in the future, the direction of this ind...