Proceedings of the 15th International Symposium on Management (INSYMA 2018)

Model analysis of service satisfaction as the modulator between service quality and decision-making behavior in using low-cost airlines

Authors
Sumalee Ramanust, Tikhamporn Punluekdej, Yaowalak Nakvichien
Corresponding Author
Sumalee Ramanust
Available Online March 2018.
DOI
https://doi.org/10.2991/insyma-18.2018.52How to use a DOI?
Keywords
service-quality, service-satisfaction, decision-making behavior
Abstract

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.

Copyright
© 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/).

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Volume Title
Proceedings of the 15th International Symposium on Management (INSYMA 2018)
Series
Advances in Social Science, Education and Humanities Research
Publication Date
March 2018
ISBN
978-94-6252-475-0
ISSN
2352-5398
DOI
https://doi.org/10.2991/insyma-18.2018.52How to use a DOI?
Copyright
© 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  -