Title page for etd-0618114-162316


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URN etd-0618114-162316
Author Yueh-Hsiang Wang
Author's Email Address No Public.
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Department Business Management
Year 2013
Semester 2
Degree Master
Type of Document
Language zh-TW.Big5 Chinese
Title The Relationship among Service Quality, Customer Satisfaction & Customer Loyalty of Low Cost Carriers
Date of Defense 2014-05-21
Page Count 95
Keyword
  • Price Promotion
  • Time Cost
  • Customer Loyalty
  • Customer Satisfaction
  • Service Quality
  • Abstract In recent years, low-cost carriers in Asia Pacific region became very competitive gradually, to be the first to be affected is about to develop low-cost carriers of the Taiwan market. In comparison with traditional airlines, low-cost carriers are always controversial in terms of service quality. The previous studies on low-cost carriers mostly focus on behavioral intentions and price-based and less discussed service quality issues. We can see the overall service quality of low cost airline is still something to look forward.
     This empirical research aims to comprehend the relationship among service quality, customer satisfaction as well as customer loyalty of low-cost carriers, also added price promotion & time cost as moderator. In this study, short-haul passengers within 1 to 4 hours in Taiwan airport have been chosen for an object and base on questionnaire survey. A total of 218 valid questionaries were recovered by using descriptive statistics and regression for data analysis.
     The survey results show: 1. Reliability, Assurance & Empathy of service quality have significant impacts on customer satisfaction. 2. Tangible, Reliability & Assurance of service quality have significant impacts on customer satisfaction. 3. Customer satisfaction has significant impacts on customer loyalty. 4. Price Promotion has positive interference on Responsiveness & Empathy of service quality. 5. Time Cost has positive interference on Tangible of service quality. This research also provided low cost carrier owners, according to analysis of the results, appropriate suggestions on enhance psychological dimensions of service quality and improve overall satisfaction.
    Advisory Committee
  • Iuan-Yuan Lu - chair
  • Tsai, Hsien-tang - co-chair
  • Kuo, Tsuang Y. - co-chair
  • Kuo, Tsuang Y. - advisor
  • Files
  • etd-0618114-162316.pdf
  • Indicate in-campus at 5 year and off-campus access at 5 year.
    Date of Submission 2014-07-18

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