Domestic Passengers’ Attitude And Expectation Towards Low-Cost Airlines’ Service Quality
In general, domestic passengers pay a low price for low-cost airline ticket. What could be their expectations for service quality? The purposes of this paper were to investigate domestic passengers’ attitude and their expectation towards low-cost airlines’ service quality in Thailand as well as to examine the level of satisfaction from the inflight service they received during their short flight in domestic areas of Thailand. The main focus of this research study was on domestic passengers who travelled in Thailand during the first quarter of the year 2017. A purposive sampling technique was utilized to obtain about 400 domestic passengers from four major different low-cost airlines in various Thai airports. Statistics included mean, standard deviation, ANOVO, and Multi-regression. The finding revealed that the majority of domestic passengers rated their level of satisfaction at a medium level and had a low expectation for service quality. They generally had a very positive attitude about price and channel of ticket purchasing. Since the majority of domestic passengers had a very low expectation of service quality, most of the service quality they received had met domestic customers’ expectation.
Keywords- Domestic Passengers, Service Quality, Expectation