Customer Perception of Low Cost and Full Service Airlines

Running head: CUSTOMER PERCEPTION OF LOW COST AND FULL SERVICE
AIRLINES
Customer perception of low cost and full service airlines
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CUSTOMER PERCEPTION OF LOW COST AND FULL SERVICE AIRLINES
Executive Summary
The study aims to understand the preference of fliers with regard to low cost airlines and
full service airlines. The study seeks to collect responses of fliers using a questionnaire method
to record their experience and reflection of the last domestic flight that they had boarded. Based
on the collected data, using statistical tools, an attempt is made to understand how a particular
kind of flier may choose the mode of air travel and the ensuing satisfaction that is experienced.s

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CUSTOMER PERCEPTION OF LOW COST AND FULL SERVICE AIRLINES
Table of Contents
Introduction......................................................................................................................................3
Discussion........................................................................................................................................3
Description of Data......................................................................................................................3
Methodology................................................................................................................................4
Findings.......................................................................................................................................5
Conclusions....................................................................................................................................12
References......................................................................................................................................13

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CUSTOMER PERCEPTION OF LOW COST AND FULL SERVICE AIRLINES
Introduction
This survey aims to provide better insights about what drives customer preference for full
service carrier airlines (FSA) and the low cost carrier airlines (LCA). The factors such as brand
image, experience quality and satisfaction have been considered as indicators of customer
preference.
The survey is conducted in order to determine the causes behind the rapid growth of the
Low Cost Carriers in the airlines industry that is increasing proving to give fierce and
competition to the Full Service Carriers (Srisaeng, Baxter, and Wild, 2014).It is therefore of
particular interest for the Department of Infrastructure and Transport to understand and hence try
to predict as accurately as possible, the perception and preferences of the customers towards the
FSA and LCA.
A questionnaire method has been applied to record the responses of people with regard to
their experiences with domestic flights. It constitutes of various close ended as well as open
ended questions. Consequently the responses have been documented and summarized to provide
the findings in this report.
Discussion
Description of Data
The questionnaire includes both open ended and closed ended questions. The questions
that have been pitched are aimed to reveal information relating to three broad factors. Firstly, the
experience of the subject to the most recent domestic flight that he or she had boarded. Secondly,
the factors which influence the subject’s preference for an airline. Thirdly, the feedback of the
flier with regard to the experience (Whyte and Lohmann, 2016.). The questionnaire fields a set of