Service quality in the airline industry: Comparison between traditional and low-cost airlines

The aim of this study is to assess service quality in the airline industry from the customer's perspective, explore how perceived service quality affects customer satisfaction and loyalty-related behavior, and whether the factors affecting service quality, customer satisfaction, and loyalty differ between full-service and low-cost airlines. The data were collected through questionnaires based on previous research and 153 were completed by passengers who had traveled by air in the previous 6 months. Traditional airline passengers have significantly higher perceived service quality and customer satisfaction. However, there is no significant difference in loyalty-related behavior. Overall service quality has significant influence on customer satisfaction in both traditional and low-cost airlines. However, the effect of service quality on behavioral intentions is only significant for traditional airlines. The results suggest that management of traditional and low-cost airlines should maintain service quality as it affects customer satisfaction