Influence of Low-Cost Carriers on Customer Satisfaction: A Case Study of EasyJet Airways

This research project investigates the impact of low-cost carriers (LCCs) on customer satisfaction, focusing on EasyJet Airways. It explores the factors that contribute to customer satisfaction in the airline industry, particularly the role of low fares, service quality, and customer experience. The study utilizes both primary and secondary data sources, including a survey of UKCBC students and a comprehensive literature review. The findings reveal that LCCs, like EasyJet, can effectively satisfy customers by offering competitive fares, providing a comfortable and professional experience, and addressing passenger needs efficiently. The research highlights the importance of customer-centric strategies for LCCs to maintain a competitive edge in the airline industry.

RESEARCH PROJECT
INFLUENCE OF LOW-COST CARRIERS ON CUSTOMER SATISFACTION WITH
REFERENCE TO EASY JET AIRWAYS
1

ABSTRACT
Low-cost carriers (LCCs) gains a competitive advantage in today’s scenario over the
full-service carriers across the world as these services lead to lower fares that render
the service quality similar to the full-service carriers. There can be witnessed an
influence of the low-cost carriers over the customer satisfaction (Rajaguru, 2016).
This research aims at studying the customer satisfaction of Easy Jet Airways
passengers satisfaction level the help of the low-cost carriers in the airline industry.
Through the low-cost carriers, Easy Jet Airways as a company has rendered an
influence on the customer satisfaction in the travel and tourism sector. Through this
research customer satisfaction has been identified with respect to the low-cost
carriers in the airline industry. From this research, the findings were that the
dimensions of the customer satisfaction were responsiveness and the tangibles,
through the customer satisfaction the consequences came out in the form of the
purchase intentions of the customers and the word-of-mouth.
2

Table of Contents
ABSTRACT...................................................................................................................2
TASK 1- RESEARCH PROPOSAL..............................................................................5
1.1 AND 1.4 RESEARCH FORMULATION AND SPECIFICATION........................5
RESEARCH TITLE................................................................................................5
INTRODUCTION...................................................................................................5
RESEARCH PROBLEM........................................................................................5
RESEARCH QUESTIONS....................................................................................5
SKILLS AND KNOWLEDGE TO BE GAINED......................................................5
AIMS......................................................................................................................6
OBJECTIVES........................................................................................................6
1.2 RATIONALE FOR THE RESEARCH..................................................................7
1.3 LITERATURE REVIEW......................................................................................8
1.4 METHODOLOGY FOR DATA COLLECTION AND ANALYSIS.......................11
RESEARCH METHODOLOGY...........................................................................11
RESEARCH STRATEGY....................................................................................11
DATA COLLECTION...........................................................................................11
SAMPLING OF DATA.........................................................................................11
ETHICAL CONSIDERATIONS............................................................................11
RESEARCH DESIGN..........................................................................................12
1.5 ACTION PLAN..................................................................................................13
GANTT CHART...................................................................................................13
TASK 2- WRITTEN REPORT.....................................................................................14
2.1 IMPLEMENTATION..........................................................................................14
2.2 DATA COLLECTION........................................................................................15
2.3 DATA ANALYSIS AND INTERPRETATION....................................................16
3

TASK 3........................................................................................................................26
3.1 EVALUATION OF OUTCOMES.......................................................................26
3.2 FUTURE CONSIDERATIONS..........................................................................28
APPLICATION OF RESEARCH.........................................................................28
LIMITATIONS OF THE RESEARCH..................................................................28
RECOMMENDATIONS OF THE RESEARCH...................................................29
AREAS OF FUTURE RESEARCH.....................................................................29
TASK 4........................................................................................................................30
4.1 POSTER PRESENTATION..............................................................................30
REFERENCES...........................................................................................................31
APPENDIX..................................................................................................................34
4

TASK 1- RESEARCH PROPOSAL
1.1 AND 1.4 RESEARCH FORMULATION AND SPECIFICATION
RESEARCH TITLE
“Influence of low-cost carriers on customer satisfaction with reference to Easy
Jet airways”.
INTRODUCTION
The competitiveness in the airline industry has been increased due to the
emergence of the low-cost carriers as there is an increase in the rate of the
passenger seating provided by the low-cost carriers. The low-cost carriers are
successful in meeting the needs of the customers in the terms of the low-cost air
travel. Through the low-cost carriers, the customer satisfaction has been witnessed
to increase over time as these airlines have been successful in rendering the high
level of the service quality. The customer satisfaction has seemed to be influenced
by these low-cost carriers not only in the terms of the cost drivers but also the quality
drivers attract the passengers and lent them satisfaction (Rajaguru, 2016).
RESEARCH PROBLEM
This research will aim to draw out the influence of the low-cost carriers on the
customer satisfaction with reference to Easy Jet airways.
RESEARCH QUESTIONS
Some of the research questions are as under:
 How often you prefer low-cost carriers to travel?
 What is the level of the satisfaction that low-cost carriers render in terms of
quality?
 Do the low fares offered by Low-cost Carriers airlines render more
satisfaction?
SKILLS AND KNOWLEDGE TO BE GAINED
This research will render the skills and the knowledge about the customer
satisfaction in travel and tourism industry with reference to the low-cost carriers that
5

influences the decision making of the passengers in the airline industry (Yee Liau
and Pei Tan, 2014).
AIMS
The aim of this research is to identify the influence of the low-cost carriers in the
customer satisfaction of the passengers of Easy Jet airlines. This research will be
aimed at focusing on the passengers of the airline's industry and then identify the
level of satisfaction that they gain from the low-cost carriers offered by airways.
OBJECTIVES
In order to achieve the aim of this research the following objectives are laid out that
will help to achieve the desired outcomes:
 To identify the factors of customer satisfaction with reference to the airline
industry
 To explore the importance of the customer satisfaction for the Easy Jet
airways (Yee Liau and Pei Tan, 2014).
 To identify the importance of low-cost carriers for the passengers when they
select their airways
 To identify the importance of customer satisfaction with reference to low-cost
carriers by Easy Jet airways
6

1.2 RATIONALE FOR THE RESEARCH
The main rationale behind the research is that this will help in identifying the factors
responsible for the customer satisfaction with reference to the airline's industry that
offers low-cost carriers. This research will help in the effective functioning of the
airline business as it will help the airlines industry to understand the importance of
the customer satisfaction and will help to render the services in alignment to the
same (Matzler, et al. 2015). Through low-cost carriers by Easy Jet Airways, low fares
will be charged to the customers that too at the same quality offered. Thus through
this research, the main research problem will be solved and will help to gain insights
about the factors that lead to customer satisfaction in airlines industry and the role of
the low-cost carriers in rendering customer satisfaction as well. This research will
also help in fulfilling the interest areas of gaining information about the factors of the
customer satisfaction in the airline industry and will also help in learning about the
different aspects of the airline industry (Hill and Alexander, 2017).
7

1.3 LITERATURE REVIEW
Satisfaction
Kotler and Keller (2006) defined satisfaction as the feeling of a person’s pleasure
and disappointment that is the outcome of a comparison of the perceived
performance of a product or service against the set expectations. It is the belief of
the consumer that is regarded with respect to the services experienced (Akamavi, et
al. 2015).
Customer satisfaction
Kotler, et al. (2013), customer satisfaction is the predetermined belief against the
services experienced and received in terms of the pleasure of disappointment.
According to him customer satisfaction shared a direct connection with the
customers’ needs and is identified on the basis of various aspects. In travel and
tourism Industry customer satisfaction was identified in the terms of the services and
the quality through a combination of various features (Leong, et al. 2015).
Zeithaml (2010), added further that the customer's satisfaction can be influenced by
the internal as well as external factors which will help in better fulfilling the needs of
the customers (Hapsari, et al. 2017).
Kano Model
Professor Noriaki Kano in 1980s developed a Kano Model which is a theory of the
product development and the customer satisfaction. This model challenges the
traditional customer satisfaction model which is better than other models of customer
satisfaction (Han and Hwang, 2017). According to Kano, the performance on the
product and service attributes are not equal in the eyes of the customers and in
certain categories performance attributes renders better satisfaction level than others
(Hapsari, et al. 2017).
Kano assessed the customer satisfaction on the basis of the customer's needs and
thus on this basis, these were divided into dissatisfies, satisfies and the exciters
groups. According to Kano, the functionality is the secondary aspect rather the
customer’s emotions forms the primary aspect. Through this model, the customers'
8

needs are mainly focussed on and the products are developed keeping in mind the
same (Hill and Alexander, 2017).
Fig: Kano Model of customer satisfaction
Source:
Importance of customer satisfaction with reference to Low-Cost Carriers
airlines
According to An and Noh (2009), in the airline industry, the customers form an
important factor in the travelling process which helps the airline companies to gain
competitive advantage (Han and Hwang, 2017). Through the customer satisfaction,
a company can strategize and ensure the competitive advantage by serving the
dimensions of the service quality and effective complaints handling (Akamavi, et al.
2015). In the airline industry low cost and the service quality forms the basic
requirement of customers that ensures their satisfaction level. Authors also
9

suggested that the customer attributes are necessary to be undertaken by airline
industry which helps to meet the needs of the customers and thus satisfy them in
long run (Lin and Huang, 2015). It was argued that the loyalty and repeated
purchase can be ensured in the airline industry through the low-cost services offered
to them which ensures their satisfaction level (Hsu, et al. 2016).
Clayton and Hilz (2015), stated that in the airline industry customer experience and
satisfaction plays a vital role in order to retain and attract more customers. Airline
industry focuses on the customer services as through good customer services they
can ensure the satisfaction level of the customers and understand their situations. It
was further added that for the airline industry it is vital to maintaining the points of
interactions as the customer's satisfaction gets boosted when the services offered to
clients are appealing and offer them great experiences. Through the quality services,
the customer satisfaction is gained which thus resort to repeated travel decisions by
the customers (Pan and Truong, 2018). Through the low fare estimates the
passengers are again attracted by the airlines which again lead to ensuring the
better customer satisfaction which helps the company to earn long-term profitability.
Authors also added that in order to increase the competitiveness of the airlines the
customer satisfaction needs to be enhanced so that the value can be created (Pan
and Truong, 2018).
10

1.4 METHODOLOGY FOR DATA COLLECTION AND ANALYSIS
RESEARCH METHODOLOGY
In this research the research methodology undertaken will be the qualitative as well
as quantitative measures that will be undertaken to analyse the data. Through this
mixed approach, the research aims and objectives can be reached effectively
(Mackey and Gass, 2015).
RESEARCH STRATEGY
The research strategy will be to present the data collected through the means of the
graphs and the charts which will help to analyse the data using effective tools.
DATA COLLECTION
The data collection methods for this research will include the primary and secondary
research methods to come to a conclusion about the influence of the low-cost
carriers on the customer satisfaction in Easy Jet airways (Hill and Alexander, 2017).
A combination of these both methods will be used which will help in reaching the
desired outcome. Through the online survey questionnaire conducted on the
students of UKCBC college, the responses will be collected that will help to analyse
the factors and the importance of the low-cost carriers airlines in travel and tourism
sector with respect to the customer satisfaction. While the secondary data sources
such as magazines, online articles and the journals will be referred to conduct a
literature review (Silverman, 2016).
SAMPLING OF DATA
Through the random sampling method, the primary data responses will be selected
randomly and analyse to draw out the conclusions from the same.
ETHICAL CONSIDERATIONS
Some of the ethical considerations that will be followed while conducting this
research are as under:
 Through the passwords and better securities, the survey data findings and the
information should be kept protected.
 The findings will not be used for any commercial purposes and will only be
used for academic and educational purposes (Silverman, 2016).
11

 The primary data collection process will involve the proper consent of the
responses and the security of the respondents will be duly ensured.
 The privacy and security concerns of the secondary data sources will not be
violated and will be kept adhered while accessing the information from these
sources (Mackey and Gass, 2015).
RESEARCH DESIGN
Through the research design while following the research a set of instructions will be
considered for Easy Jet airways. This will involve a set of process that will be
followed during whole research (Flick, 2015).
Fig 2: Research Design
Source: (Flick, 2015)
12
P r o b le m id e n ti fi c a ti o n
D r a w in g o u t a im s a n d o b je c ti v e s
S e c o n d a r y r e s e r a c h
R e s r e a c h d e s ig n in g
D a t a c o lle c ti o n t h r o u g h s u r v e y
D a t a a n a ly s is a n d p r e s e n t a ti o n
R e p o r ti n g a n d r e c o m m e n d a ti o n s

1.5 ACTION PLAN
Tasks Start Date End date Duration
Problem identification 2/27/2018 3/19/2018 20
Drawing aims and objectives 3/20/2018 4/17/2018 28
Secondary research 4/17/2018 5/5/2018 18
Research designing 5/5/2018 5/28/2018 23
Data Collection through a survey 5/28/2018 6/19/2018 22
Data analysis and Presentation 6/19/2018 6/29/2018 10
Reporting and recommendations 6/29/2018 7/9/2018 10
GANTT CHART
Problem identification
Drawing aims and objectives
Secondary resreach
Research designing
Data Collection through survey
Data analysis and Presentation
Reporting and recommendations
2/26/2018 4/17/2018 6/6/2018 7/26/2018
Gantt Chart
Duration
Tasks
13

TASK 2- WRITTEN REPORT
2.1 IMPLEMENTATION
While implementing the project effectively the researcher should include all eh
aspects and the factors that will affect the customer and should undertake all the
measures with efficacy so that the customer’s needs can be handled effectively. The
quality of service and the prices of the service are the main factors in this research
that will be considered while implementing this research (O’Connell and Connolly,
2017).
Another vital factor to be considered in this research is to manage effectively the
human resource and the financial resources which are essential for conducting this
research. Here is an essential need to attain the budget and adhere to it so as to
accomplish the desired returns effectively of this research and within a time frame
(Balcombe, et al. 2009).
The technical assistance is another implementation need for this project as through
access to technology the online survey will be effectively conducted on the students
of the UKCBC students that will pave the way for effective communication with the
respondents through online channels and internet (Fourie and Lubbe, 2006).
14

2.2 DATA COLLECTION
This research will be conducted through the investigating by use of the primary and
secondary data sources that will help in reaching effective conclusions.
Primary data
For this research, the primary data sources that will be utilised incused the survey
through the means of the online questionnaire that will be asked to be filled by the
students of the UKCBC students. The questionnaire will be framed on the basis of
the structured questions that will help in deriving the level of the influence of the low-
cost carriers on the customer satisfaction of Easy Jet (Flick, 2015).
Secondary data
This research will also employ the secondary data sources such as online articles,
journals, academic sources, newspapers and other magazines so as to draw out the
data for the customer satisfaction in Easy Jet with reference to low-cost carriers in
airlines industry (Balcombe, et al. 2009). This will be conducted by drawing a
literature review from these secondary sources of the information and then drawing
out the findings from the same (Mackey and Gass, 2015).
Sampling
This research will involve the random sampling method for selecting the responses
from primary sources. The survey has been conducted on all the students of the
UKCBC students that will be analysed and interpreted by selecting on random from
all responses 50 random responses that will help in reaching valid conclusions.
These data collection methods are reliable and valid as the secondary data collected
is peer-reviewed and are an authentic source of information. But it may be outdated
so the validity factor hinders here. On another hand, the primary data is a valid one
as it has been recently collected so the responses and findings are according to the
recent preferences and behaviour of the customers (Flick, 2015).
15

2.3 DATA ANALYSIS AND INTERPRETATION
The questionnaire prepared for conducting the primary research has been attached
in the appendix below.
From the questionnaire data collected the interpretations drawn areas under and are
presented through the form of the graphs and the pie charts as under.
78%
22%
Gender
female male
From the survey conducted on the 50 respondents that were selected on random
basis included 22% of males and 78% of females.
16

62%
38%
Preferences
Low Cost carriers full service carriers
Moving to the second question 38% respondents responded about their preferences
of the airlines as full-service carriers while 62% of the customers will prefer the low-
cost carriers. This depicts that there is more preferably of the customers over low-
cost carriers.
17

4%
10%
16%
24%
46%
Satisfaction due to low fares and service
quality
never rarely sometimes often always
The third question asked was about the satisfaction that customers receive due to
the lower fares and the similar quality services by low-cost carriers. The respondents
were always satisfied due to the low fares and the service quality which accounted
for nearly 46% of the respondents. While only 4% connoted that they were never
satisfied due to these reasons.
18

56%
44%
Easy Jet renders comfortable and
professional experience
yes no
Majority of the respondents agreed that Easy jet being a low-cost carrier is
successful in rendering the comfortable and professional experience while only 44%
of the respondents were of the view that there is lack of the comfortable and
professional experience.
19

4%
10%
26%
30%
30%
Satisfaction in terms of the baggage polcies
and seating arrangements
never rarely sometimes often always
In a further survey, the students were asked about the satisfaction frequency in
terms of the baggage policies and the seating arrangements rendered by low-cost
carriers and the majority of respondents always got satisfied in these terms. Only 4%
of respondents were never satisfied in these aspects of low-cost carriers.
20

78%
22%
Employees effectively responses to the
passengers questions
yes no
In the case of low-cost carriers, through the research, it is evident that the
employees have sufficient amount of knowledge to effectively respond to the
passengers questions. 78% of the respondents support the same while only 22%
believe that the employees fail to respond effectively.
21

2%
24%
30%
24%
20%
Delay to arrive or depart by low cost carriers
never rarely sometimes often always
From the survey, the frequency of the influence of the delay to arrive and delay to
depart of the low-cost carriers is sometimes likely to influence the customer
satisfaction. The majority of the respondents believed that sometimes the customer
satisfaction gets influenced due to the delay of the airlines.
22

2%
4%
34%
40%
20%
Less waiting time adds to customer
satisfaction
never rarely sometimes often always
On another hand majority of respondents often believed that the customer
satisfaction boosts due to the less waiting time in case of low-cost carriers while only
2% of respondents supported that the customer satisfaction never gets influenced
due to the less waiting time offered by low-cost carriers.
23

62%
38%
Low cost carriers effectiveness in responding
to passengers request
yes no
From the survey conducted nearly 62% of the respondents agreed that the low-cost
carriers are effective in responding to the requests of the passengers while only 38%
of them believed that there are still areas for improvement in accomplishing the
passenger's request which influences the customer satisfaction.
24

46%
54%
Visually attractive
yes no
From the questionnaire conducted 54% of the respondents negatively responded to
the visual attractiveness of the low-cost carrier airlines while only 46% of them said
that they are equally attractive as compared to others.
Thus from the analysis of the primary data collection, it became evident that the
customer satisfaction gets influenced due to the low-cost carriers in the airline
industry. The low-cost carrier's airlines are successful in satisfying its passengers in
terms of the prices and the service quality. The low-cost carriers are visually
attractive too with the comfortable seating arrangements. The employees are also
well trained so as to resolve the passenger’s questions effectively and thus ensure
the customer satisfaction in return (Assaf, 2009).
25

TASK 3
In this report, the conducted research will be evaluated on the basis of its outcomes
by peer reviews and the surveys that will help to draw out the effective conclusions
from the data collected and reach the findings of the research undertaken.
3.1 EVALUATION OF OUTCOMES
From the primary research conducted on the influence of the low-cost carriers on the
customer satisfaction with reference to Easy Jet airways, the findings were such that
majority of the customers are satisfied with the service quality provided by the low-
cost carriers. Through the cheaper fares charged by low-cost carriers to the
passengers, the passengers tend to avail of these services and thus gets attracted
towards it. The employees tend to become highly competent catering to the needs of
the passengers and resolve their queries on time as well. The findings of the
research were such that there are many factors that influence the satisfaction of the
customers in airline industry such as the service quality, fares, customer services,
seating arrangements, luggage policies and the comfortable and professional
experience that customers receive while travelling (Zeithaml, et al. 2010).
The outcomes of the research have come out to be successfully meeting the aims
and objectives. The overall research has been undertaken effectively by effectively
meeting the resources constraints present and thus utilising them towards the
desired aims and objectives (Hayes, 2008).
In this whole research, the timeline has been duly considered to meet the timescale
of each task and thus meeting the desired objectives on time. It was evident that
through framing the time scale the research was able to be completed on desired
time and before the deadline. Due to the lack of time, the research may comply with
a few mistakes and errors that would have led to misleading results. Due to this time
constraints, the primary research findings were also drawn out of the analysis of the
responses of only 50 responses on the basis of the random sampling. Thus the
results drawn out form the same may be untrue and may differ from the actual
results.
26

The findings of this research will be utilised for the educational and academic
purpose that will levy an understanding about the customer satisfaction and the low-
cost carriers in the airline industry with reference to the Easy Jet Airways. The
several factors behind the influence of the customer satisfaction of the passengers
while travelling through low-cost carriers has been gained which has helped to gain
information on the same which can be utilised to ensure customer satisfaction (Kotler
and Keller, 2006).
At the end of this research, it has been realised that the research undertaken was
able to effectively meet the desired aims and objectives on the time decided. The
validity of the results drawn out is also applicable for few next coming years till the
next new substitute of the low-cost carrier is not available in the market. The results
cannot be relied upon for a long as the results drawn out are the findings drawn out
from the responses of the random 50 students which may render us untrue results.
So this research may face the limitations of the reliability.
In a nutshell, from the outcomes drawn out, it has been evident that the low-cost
carriers have visual attractiveness and it renders professional and comfortable
experience to its passengers ensuring the customer satisfaction. The reason for
customer satisfaction in low-cost carriers is also due to the low fare and the similar
service quality offered by it as compared to the full-service carriers (Hayes, 2008).
27

3.2 FUTURE CONSIDERATIONS
APPLICATION OF RESEARCH
This research can be widely used in the airline industry so as to gain better insights
about the factors influencing the customer satisfaction in the airline industry with
reference to low-cost carriers and thus work upon strengthening the satisfaction by
focusing on these factors. The low-cost carriers have been successful in fulfilling the
needs and the demands of the customers that too in a cost-effective manner. The
employees and the staff are well equipped and the skills that they render the
services to the passengers with such ease that the passengers are satisfied and feel
comfortable travelling in low-cost carriers (Uysal and Williams, 2013).
This research can be used by the airline industry so as to gain better customer
satisfaction and to render more comfortable experiences to them through low-cost
carriers (Clark, 2018). By working in the areas of improvement, low-cost carriers can
gain a competitive advantage and can attract more customers which will enhance its
customer base and the profitability in return. These research findings are conclusive
in nature and have been proved to be vital for the managerial decision making in the
airline industry (An and Noh, 2009).
LIMITATIONS OF THE RESEARCH
From the research undertaken the overall limitations that appeared before are as
under:
 There was a limitation of the time constraints which can become the reason
for the lack of reliability of the findings drawn out (Hayes, 2008).
 There is also lack of validity for these research findings as the primary data
findings may not be valid for long and the secondary data sources used as
well are not valid for long which has been utilised in this research.
 As the customer's preferences and the satisfaction level keeps on changing
with time similarly the findings of this research may also change with time
leading to variation in the results (Grönroos, 2007).
 As the results drawn out form the primary results were analysed and
interpreted on the basis of the 50 random responses so again there arise
untrue facts and findings which may deviate from the actual findings.
28

RECOMMENDATIONS OF THE RESEARCH
For this research undertaken there are few recommendations that need to be
followed which will be utilised in future so as to overcome present lacking:
 It is recommended that the aspects of customer satisfaction and the needs of
the passengers should be duly considered by the airlines so as to retain them
for long and ensure the profitability of the business (Clayton and Hilz, 2015).
 The low-cost carriers should be encouraged so that the passengers can be
rendered cost-effective air facilities and services.
 The employees of the low-cost carriers should be rendered effective
knowledge and skills through continuous training which will ensure the
satisfaction of the customers when they are able to resolve the queries of the
customers on time.
 Attractive services and the additional benefits can be rendered to the
passengers travelling through low-cost carriers so that they can be attracted
and the satisfaction can be ensured (Kim, and Lee, 2011).
AREAS OF FUTURE RESEARCH
For the future perspectives, this research can be further conducted on the impact of
the web pages of Easy jet airways on the customer satisfaction. This will help to
understand the influence of the use of the web pages on the customer satisfaction by
the low-cost carriers in the airline industry. This study will allow the companies of the
airlines to see the expectancy level of customers for low-cost carrier service
attributes and will help in measuring the dimensions through responsiveness and
tangibles (Saha, and Theingi, 2009).
29

TASK 4
4.1 POSTER PRESENTATION
30

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APPENDIX
1. Gender
Male
Female
2. Do you prefer low-cost carriers or full-service carriers while travelling through
airlines?
Low-cost carriers
Full-service carriers
3. How often the service quality and the lower fares of low-cost carriers satisfy
you?
Never
Rarely
Sometimes
Often
Always
4. Does easy Jet renders comfortable and professional experience?
Yes
No
5. How often the low-cost carriers render satisfaction in terms of seating
arrangements and the baggage policies?
Never
Rarely
Sometimes
Often
Always
6. Do the employees of the low-cost carriers have that level of knowledge to
respond to the questions of passengers?
Yes
No
7. How often the Low-cost carriers delay to arrive or depart, affecting the
satisfaction level?
Never
34

Rarely
Sometimes
Often
Always
8. How often the low-cost carriers less waiting time to claim luggage add to the
customer satisfaction?
Never
Rarely
Sometimes
Often
Always
9. Are low-cost carriers effective in responsiveness to the passenger's requests?
Yes
No
10. Are low-cost carriers visually attractive to the passengers?
Yes
No
35