A STUDY ON SERVICE QUALITY ON CUSTOMER SATISFACTION IN LOW COST AIRLINE INDUSTRIES

Abstract

The aim of this study is to determine the factors that influence in service quality on customer satisfaction in low-cost airline industries. Various variables which influences on passenger such as service environment, employee approaches, efficiency of services and consumer behavioral intention were studied. A total of 300 respondents were from Kedah and Penang. The results obtained were analyzed using descriptive statistics and regression. The result indicates that service environment is the main factor contributes to determine the customer satisfaction. The study recommends how the low-cost airline can improve their service quality by providing great service in order to maintain their sustainability in long- term perspective and also keep high level of customer loyalty.