The Influence of Service Quality and Prior Knowledge on Customer Satisfaction and Reuse Intention in Korean Low Cost Carriers
This study aimed at finding the ways to improve competitiveness of Korean low cost carriers in the highly competitive air transport market by understanding the relation among the influence of prior knowledge, service quality on customer satisfaction and reuse intention. A questionnaire was administered to 220 customers who had experienced LCCs before. The results revealed that customers who have much prior knowledge are more likely to be satisfied and to reuse. Secondly, the influence of service quality on customer satisfaction and reuse intention was statistically significant. Thirdly, the results revealed that customer satisfaction positively influenced reuse intension.
Index Terms - Low Cost Carrier, Prior Knowledge, Service Quality, Customer Satisfaction, Reuse Intention