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

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dc.contributor.authorLaw, C.C.H.
dc.contributor.authorZhang, Y.
dc.contributor.authorGow, J.
dc.date.issued2022
dc.description.abstractThe 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.
dc.identifier.citationCase Studies on Transport Policy, 2022; 10(2):741-750
dc.identifier.doi10.1016/j.cstp.2022.02.002
dc.identifier.issn2213-624X
dc.identifier.urihttps://hdl.handle.net/11541.2/33102
dc.language.isoen
dc.publisherElsevier
dc.rightsCopyright 2022 World Conference on Transport Research Society
dc.source.urihttps://doi.org/10.1016/j.cstp.2022.02.002
dc.subjectairlines
dc.subjectcustomer satisfaction
dc.subjectLaos aviation industry
dc.subjectrepurchase intention
dc.subjectservice quality
dc.subjectstructural equation modelling
dc.titleAirline service quality, customer satisfaction, and repurchase Intention: Laotian air passengers' perspective
dc.typeJournal article
pubs.publication-statusPublished
ror.mmsid9916721825301831

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