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Customer Satisfaction and Low-Cost Airlines

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Added on  2021-06-14

Customer Satisfaction and Low-Cost Airlines

   Added on 2021-06-14

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AbstractIn this research, the connection between the customer satisfaction and low-costairlines will be measured. The low-cost airline industry is gradually growing and integratingglobally. This had led to many people choosing low-cost airlines over traditional airlines. Thebenefits of low-cost airlines are the main reasons behind this shift in choice. The low faresand less timing of these airlines become the major reasons for this choice. The airlines shouldmaintain a good relation with their customers in order to gain their loyalty and satisfaction ina gradual manner. If the airlines are not able to meet the satisfaction level of the customer,then they will slowly fade in the global market. The study shows an extensive researchregarding the favourite airline of the people and the amount of satisfaction they have towardsthat airline. It also depicts the reasons that are established for the choice of the airline. Thestudy was done with the help of the SERVQUAL model. The research showed that theservice quality of the airlines do affect the customer satisfaction level of the people.However, it also shows that low fare and the less flight time taken to reach the destinations doplay an important role in the selection of low-cost airlines. It is also evident that the extraservices provided by flights such as drinks and food, directly affect the customer’ssatisfaction. Hence, an extensive research is necessary to understand the customer’s likes anddislikes giving the customers fulfilment in the flight experience. Finally, this study can helpin being a useful resource in future studies.
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ConclusionThe study focuses on the effects that low-cost airlines have on customer satisfaction.After an extensive research, it can be concluded that low-cost airlines have penetrated theaviation industry and made a predominant space in the industry. This deregulation of theindustry was started in the United States. It later seeped into other countries like Europe, Asiaand Australia. The low-cost airlines has made a great progress in the sector and are set to takeover the traditional airlines within a matter of time. The first model that was adapted by thelow-cost carrier was that of the South-West Airline but later it was evaluated and changed toget a competitive advantage in the airlines sector. There are various advantages to availinglow-cost airlines like cheap fare, various promotional strategies which can be beneficial forthe customers, less time taken to reach destination, less delay in flights because of no orminimum congestion in the airport. These advantages help the customers to choose betweenlow-cost carriers and traditional airlines. On the other hand, there are also many drawbacksthat can make the fliers sceptical about choosing low-cost flights. These drawbacks can affectthe quality of customer service and in turn affecting the customer satisfaction level. Customersatisfaction is a vital part of any industry. It is necessary on the part of every industry to keepin mind that without customer satisfaction it is impossible to grow in the market. If acustomer is dissatisfied with the service of a particular airline company, they will choosefrom the various other option of airlines that are available to them. Hence, even though itmight not seem important, but customer satisfaction plays a vital role in the success of anorganization or company. In low-cost carriers, the level of customer satisfaction is generallylow as the extra services that are provided by traditional flights like meals and drinks areoffered to the customer if they pay extra. This makes the customer dissatisfied by theirservice. The above research does an extensive analysis depending on previous sources andresearches that have been done on the relation between low-cost carriers and the customer
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