How high can you fly? Lcc passenger dissatisfaction

The Low-cost carriers (LCCs) have become the most preferred and the most important air transportation mode in Asia. However, investigation of this phenomenon in the Asian context is very limited. A better understanding of the LCC phenomenon, specifically LCC passenger dissatisfaction, could help LCC...

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Published in:Asian Journal of Business Research
Main Author: Herjanto H.; Byrnes M.; Rivas P.; Kasuma J.
Format: Article
Language:English
Published: Asia Business Research Corporation 2020
Online Access:https://www.scopus.com/inward/record.uri?eid=2-s2.0-85090693655&doi=10.14707%2fajbr.200084&partnerID=40&md5=2bbaeb02598ed26d3786ba264a2cd4de
id 2-s2.0-85090693655
spelling 2-s2.0-85090693655
Herjanto H.; Byrnes M.; Rivas P.; Kasuma J.
How high can you fly? Lcc passenger dissatisfaction
2020
Asian Journal of Business Research
10
2
10.14707/ajbr.200084
https://www.scopus.com/inward/record.uri?eid=2-s2.0-85090693655&doi=10.14707%2fajbr.200084&partnerID=40&md5=2bbaeb02598ed26d3786ba264a2cd4de
The Low-cost carriers (LCCs) have become the most preferred and the most important air transportation mode in Asia. However, investigation of this phenomenon in the Asian context is very limited. A better understanding of the LCC phenomenon, specifically LCC passenger dissatisfaction, could help LCC business practitioners improve their service quality and more importantly, maintain their future business profitability and sustainability. In total, 238 LCC passenger reviews on the well-known travel website TripAdvisor were content analysed and validated by QDA Miner software from Provalis, with results showing that LCC passenger dissatisfaction was mainly generated by flight delay, ground staff attitude, luggage, seat comfort and followed by check-in counter, airline ground announcements, food others, airline responses, additional/personal costs and cleanliness. This study, therefore, aims to examine and discuss the important factors of LCC passenger dissatisfaction. Limitations of this study, future research directions and implications for Asian LCC business practitioners are also presented. © 2020, Asia Business Research Corporation. All rights reserved.
Asia Business Research Corporation
24634522
English
Article
All Open Access; Gold Open Access
author Herjanto H.; Byrnes M.; Rivas P.; Kasuma J.
spellingShingle Herjanto H.; Byrnes M.; Rivas P.; Kasuma J.
How high can you fly? Lcc passenger dissatisfaction
author_facet Herjanto H.; Byrnes M.; Rivas P.; Kasuma J.
author_sort Herjanto H.; Byrnes M.; Rivas P.; Kasuma J.
title How high can you fly? Lcc passenger dissatisfaction
title_short How high can you fly? Lcc passenger dissatisfaction
title_full How high can you fly? Lcc passenger dissatisfaction
title_fullStr How high can you fly? Lcc passenger dissatisfaction
title_full_unstemmed How high can you fly? Lcc passenger dissatisfaction
title_sort How high can you fly? Lcc passenger dissatisfaction
publishDate 2020
container_title Asian Journal of Business Research
container_volume 10
container_issue 2
doi_str_mv 10.14707/ajbr.200084
url https://www.scopus.com/inward/record.uri?eid=2-s2.0-85090693655&doi=10.14707%2fajbr.200084&partnerID=40&md5=2bbaeb02598ed26d3786ba264a2cd4de
description The Low-cost carriers (LCCs) have become the most preferred and the most important air transportation mode in Asia. However, investigation of this phenomenon in the Asian context is very limited. A better understanding of the LCC phenomenon, specifically LCC passenger dissatisfaction, could help LCC business practitioners improve their service quality and more importantly, maintain their future business profitability and sustainability. In total, 238 LCC passenger reviews on the well-known travel website TripAdvisor were content analysed and validated by QDA Miner software from Provalis, with results showing that LCC passenger dissatisfaction was mainly generated by flight delay, ground staff attitude, luggage, seat comfort and followed by check-in counter, airline ground announcements, food others, airline responses, additional/personal costs and cleanliness. This study, therefore, aims to examine and discuss the important factors of LCC passenger dissatisfaction. Limitations of this study, future research directions and implications for Asian LCC business practitioners are also presented. © 2020, Asia Business Research Corporation. All rights reserved.
publisher Asia Business Research Corporation
issn 24634522
language English
format Article
accesstype All Open Access; Gold Open Access
record_format scopus
collection Scopus
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