Model analysis of service satisfaction as the modulator between service quality and decision-making behavior in using low-cost airlines
- https://doi.org/10.2991/insyma-18.2018.52How to use a DOI?
- service-quality, service-satisfaction, decision-making behavior
This research has its objectives to study 1) service-quality, service-satisfaction, and decision-making behavior in using low-cost airlines, and 2) service-satisfaction of the customers as a modulator between service-quality and decision-making behavior of the low-cost airline passengers. The sample size was 400 passengers of the low-cost airline at domestic departure building of Don Muang International Airport, Bangkok, Thailand. The statistics used were the frequency, percentage, mean, standard deviation, and the structural model equation analysis by PLS-Graph 3.0. The research population was passengers of the low-cost airline aged between 31-40 years old, single, holding a bachelor degree, having an average monthly income of THB 20,001-30,000, and working in private organizations. Service-quality, service-satisfaction, and decision-making behavior are at the high level. The structural model equation analysis indicates that service-satisfaction has an effect on the relationship between service-quality and decision-making behavior in using low-cost airlines.
- © 2018, the Authors. Published by Atlantis Press.
- Open Access
- This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).
Cite this article
TY - CONF AU - Sumalee Ramanust AU - Tikhamporn Punluekdej AU - Yaowalak Nakvichien PY - 2018/03 DA - 2018/03 TI - Model analysis of service satisfaction as the modulator between service quality and decision-making behavior in using low-cost airlines BT - Proceedings of the 15th International Symposium on Management (INSYMA 2018) PB - Atlantis Press SP - 212 EP - 215 SN - 2352-5398 UR - https://doi.org/10.2991/insyma-18.2018.52 DO - https://doi.org/10.2991/insyma-18.2018.52 ID - Ramanust2018/03 ER -