Expectations and perceptions of service quality : a study on customer satisfaction of the low-cost airline industry in Singapore.
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...
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| Main Authors: | , , |
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| Other Authors: | |
| Format: | Final Year Project |
| Language: | English |
| Published: |
2009
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| Subjects: | |
| Online Access: | http://hdl.handle.net/10356/15268 |
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| Institution: | Nanyang Technological University |
| Language: | English |
| Summary: | 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 industry is interesting, and low-cost airlines
are likely to become increasingly important players.
Recognizing this future trend of low-cost airlines, this research aims to gather a
better understanding of customer satisfaction levels in low-cost airlines; of particular
interest are expectation levels and perceptions of service quality through experience.
This research will attempt to measure differences between this expectations and
perceptions, and to understand how these differences result in customer satisfaction. The
scope of this research will be tertiary students in Singapore, as this market segment
represents an important one for low-cost airlines.
In its research methodology, this paper involves secondary literature reviews and
primary data collection through a survey of consumers. Several statistical tests such as ttests
are used to analyse the data.
The research findings suggests that the Employee portion of the Tangibles
dimension was of most importance to respondents, and it also recorded negative scores
for all items in the survey, which implies customer dissatisfaction. Further exploration is
made in these findings.
Based on the research results, recommendations were made to potentially
increase customer satisfaction levels in low-cost airlines in Singapore. |
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