Airline service quality, customer satisfaction, and repurchase Intention: Laotian air passengers’ perspective

Law, Colin C. H. and Zhang, Yahua ORCID: https://orcid.org/0000-0003-1522-3402 and Gow, Jeff ORCID: https://orcid.org/0000-0002-5726-298X (2022) Airline service quality, customer satisfaction, and repurchase Intention: Laotian air passengers’ perspective. Case Studies on Transport Policy, 10 (2). pp. 741-750. ISSN 2213-624X


Abstract

The Laos aviation market has experienced rapid growth over the last decade and the industry has become an important driver contributing to the country's economic growth. This study aims to examine the factors influencing airline service quality and customer satisfaction. A total of 400 questionnaires were distributed in the public area at departure and arrival level at Wattay International Airport to Laotian air travellers via convenience sampling. Empirical results from the structural equation modelling (SEM) reveal that there is a positive relationship between service quality, customer satisfaction and repurchase intention. It was identified that brand credibility, product uniqueness and loyalty program are the three top dimensions in shaping the level of service quality. Understanding the relative importance of service quality can help stakeholders in the Laos aviation industry to develop marketing strategies to increase air travel demand.


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Item Type: Article (Commonwealth Reporting Category C)
Refereed: Yes
Item Status: Live Archive
Additional Information: Files associated with this item cannot be displayed due to copyright restrictions.
Faculty/School / Institute/Centre: Current - Faculty of Business, Education, Law and Arts - School of Business (18 Jan 2021 -)
Faculty/School / Institute/Centre: Current - Faculty of Business, Education, Law and Arts - School of Business (18 Jan 2021 -)
Date Deposited: 15 Aug 2022 01:34
Last Modified: 28 Sep 2022 05:10
Uncontrolled Keywords: Airlines; Customer satisfaction; Laos aviation industry; Repurchase intention; Service quality; Structural equation modelling
Fields of Research (2020): 38 ECONOMICS > 3801 Applied economics > 380117 Transport economics
35 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 3509 Transportation, logistics and supply chains > 350901 Air transportation and freight services
Socio-Economic Objectives (2020): 15 ECONOMIC FRAMEWORK > 1505 Microeconomics > 150501 Consumption
Identification Number or DOI: https://doi.org/10.1016/j.cstp.2022.02.002
URI: http://eprints.usq.edu.au/id/eprint/50809

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