Service quality, satisfaction, and behavioural intentions: A study of low-cost airline carriers in Thailand

Managing Service Quality

Volumn 19, Issue 3, 2009, Pages 350-372

  Saha, Gour C ^a   Theingi, ^b  

^a Pearl School of Business   (India)

^b ASSUMPTION UNIVERSITY   (Thailand)

Author keywords

Airlines; Behaviour; Customer satisfaction; Customer services quality; Thailand

Indexed keywords

EID: 69949157427     PISSN: 09604529     EISSN: None     Source Type: Journal    
DOI: 10.1108/09604520910955348     Document Type: Article

References (71)

1. AirAsia Berhad (2005), Annual Report 2005, AirAsia Berhad.
2. Airport Authority of Thailand (2007), available at: www.airportssuvanabhumi.com (accessed 14 December 2007).
3. Anderson, E.W., Fornell, C. and Lehmann, D.R. (1994), Customer satisfaction, market share, and profitability: findings from Sweden, Journal of Marketing, Vol. 58, July, pp. 53-66.
4. Anderson, J. and Gerbing, D.W. (1988), Structural equation modelling in practice: a review and recommended two-step approach, Psychological Bulletin, Vol. 103 No. 3, pp. 411-23.
5. Anton, J. (1996), Customer Relationship Management: Making Hard Decisions with Soft Numbers, Prentice-Hall, Upper Saddle River, NJ.
6. Arbuckle, J.L. and Wothke, W. (1999), AMOS 4.0 User's Guide: SPSS Inc and Small Waters Corporation.
7. Babin, B.J., Lee, Y.-K., Kim, E.-J. and Griffin, M. (2005), Modeling customer satisfaction and word-of-mouth: restaurant patronage in Korea, Journal of Services Marketing, Vol. 19 No. 3, pp. 133-9.
8. Bamford, D. and Xystouri, T. (2005), A case study of service failure and recovery within an international airline, Managing Service Quality, Vol. 15 No. 3, pp. 306-22.
9. Bearden, W.O. and Teel, J.E. (1983), Selected determinants of consumer satisfaction and complaint reports, Journal of Marketing Research, Vol. 20, pp. 21-8.
10. Bettencourt, L.A. (1997), Customer voluntary performance: customers as partners in service delivery, Journal of Retailing, Vol. 73 No. 3, pp. 383-96.
11. Biddle, B.J. and Martin, M.M. (1987), Causality, confirmation, credulity and structural equation modeling, Child Development, Vol. 58, pp. 4-17.
12. Bitner, M.J. (1990), Evaluating service encounters: the effects of physical surroundings and employee responses, Journal of Marketing, Vol. 54 No. 2, pp. 69-82.
13. Bitner, M.J., Booms, B. and Tetreault, M. (1990), The service encounter: diagnosing favorable and unfavorable incidents, Journal of Marketing, Vol. 54 No. 1, pp. 71-84.
14. Bollen, K.A. (1989), Structural Equations with Latent Variables, John Wiley & Sons, New York, NY.
15. Bolton, R.N. and Drew, J.H. (1991), A longitudinal analysis of the impact of service changes on customer attitudes, Journal of Marketing, Vol. 55 No. 1, pp. 1-9.
16. Boshoff, C. and Gray, B. (2004), The relationships between service quality, customer satisfaction and buying intentions in the private hospital industry, South African Journal of Business Management, Vol. 35 No. 4, pp. 27-37.
17. Brady, M.K. and Robertson, C.J. (2001), Searching for a consensus on the antecedent role of service quality and satisfaction: an exploratory cross-national study, Journal of Business Research, Vol. 51 No. 1, pp. 53-60.
18. Brown, T.J., Barry, T.E., Dacin, P.A. and Gunst, R.F. (2005), Spreading the word: investigating antecedents of consumers' positive word-of-mouth intentions and behaviors in a retailing context, Journal of the Academy of Marketing Science, Vol. 33 No. 2, pp. 123-38.
19. Crompton, J.L. and Love, L.L. (1995), The predictive validity of alternative approaches of evaluating quality of a festival, Journal of Travel Research, Vol. 34 No. 1, pp. 11-24.
20. Cronin, J.J. Jr and Taylor, S. (1992), Measuring service quality: a re-examination and extension, Journal of Marketing, Vol. 56 No. 3, pp. 55-68.
21. Cronin, J.J. Jr, Brady, M.K. and Hult, T.M. (2000), Assessing the effects of quality, value, customer satisfaction on consumer behavioral intentions in service environment, Journal of Retailing, Vol. 76 No. 2, pp. 193-216.
22. Dabholkar, P.A., Thorpe, D.I. and Rentz, J.O. (1996), A measure of service quality for retail stores: scale development and validation, Journal of the Academy of Marketing Science, Vol. 24 No. 1, pp. 3-16.
23. Damuri, Y.R. and Anas, T. (2005), Strategic Directions for ASEAN Airlines in a Globalizing World: The Emergence of Low Cost Carriers in Southeast Asia, No. REPSF Project(04/008), East Asia Summit Research Initiative, ASEAN - Australia Development Cooperative Programme.
24. Economic Review (2005), Fallen angels, year-end economic review, Bangkok Post.
25. Engel, J.E., Kegerreis, R.J. and Blackwell, R.D. (1969), Word-of-mouth communication by the innovator, Journal of Marketing, Vol. 33, pp. 15-19.
26. Fick, G.R. and Ritchie, J.R. (1991), Measuring service quality in the travel and tourism industry, Journal of Travel Research, Vol. 30, fall, pp. 2-9.
27. Fishbein, M. and Ajzen, I. (1975), Belief, Attitude, Intention, and Behavior: An Introduction to Theory and Research, Addison-Wesley, Reading, MA.
28. Fullbrook, D. (2003), Are Asia's no-frills airlines stalling? available at: www.atimes.com/atimes/Asian_Economy/EL04Dk01.html
29. Goh, M. (2005), Low cost carriers in Southeast Asia: a preliminary analysis, in Delfmann, W., Baum, H., Auerbach, S. and Albers, S.(Eds), Strategic Management in the Aviation Industry, Ashgate, Aldershot.
30. Hair, J.F. Jr, Anderson, R.E., Tatham, R.L. and Black, W.C. (1998), Multivariate Data Analysis, 5th ed., Prentice-Hall International, Upper Saddle River, NJ.
31. Hanaoka, S. and Chiamsiri, S. (2006), Strategic entry and impact of low-cost carriers in Southeast Asia, working paper, School of Management, Asian Institute of Technology.
32. Hart, W.L., Heskett, J.L. and Sasser, W.E. Jr (1990), The profitable art of service recovery, Harvard Business Review, July-August, pp. 148-56.
33. Heskett, J.L., Jones, T.O., Loveman, G.W., Sasser, W.E. Jr and Schlesinger, L.A. (1994), Putting the service-profit chain to work, Harvard Business Review, March-April, pp. 105-11.
34. Hofstede, G.H. (1980), Culture's Consequence: International Differences in Work- related Values, Sage, Newbury Park, CA.
35. Holmes, J.H. and Lett, J.D. (1977), Product sampling and word-of-mouth, Journal of Advertising Research, Vol. 17 No. 5, pp. 35-40.
36. Howat, G., Absher, J., Crilley, G. and Milne, I. (1996), Measuring customer service quality in sports and leisure center, Managing Leisure, Vol. 1, pp. 77-89.
37. Ismail, I., Haron, H., Ibrahim, D.N. and Isa, S.M. (2006), Service quality, client satisfaction and loyalty towards audit firms: perceptions of Malaysian public listed companies, Managerial Auditing Journal, Vol. 21 No. 7, pp. 738-56.
38. Jones, M. and Suh, J. (2000), Transaction-specific satisfaction and overall satisfaction: an empirical analysis, Journal of Services Marketing, Vol. 14 No. 2, pp. 147-59.
39. Kline, R.B. (1998), Principles and Practice of Structural Equation Modelling, The Guilford Press, New York, NY.
40. Kositchotethana, B. (2008), Aviation: One-Two-Go ponders temporary grounding, business section, Bangkok Post, 16 July.
41. Lee, J., Graefe, A.R. and Burns, R.C. (2004), Service quality, satisfaction, and behavioral intention among forest visitors, Journal of Travel & Tourism Marketing, Vol. 17 No. 1, pp. 73-82.
42. Lee, M.C. and Hwan, I.S. (2005), Relationships among service quality, customer satisfaction and profitability in the Taiwanese banking industry, International Journal of Management, Vol. 22 No. 4, pp. 635-48.
43. Mathews, N. (2004), Dawn of Discounters, Aviation Week & Space Technology, Vol. 161 No. 7.
44. Nunnally, J.C. (1978), Psychometric Theory, McGraw-Hill Book Company, New York, NY.
45. Oliver, R.L. (1980), A cognitive model of the antecedents and consequences of satisfaction decisions, Journal of Marketing Research, Vol. 17 No. 11, pp. 460-9.
46. Oliver, R.L. (1993), A conceptual model of service quality and service satisfaction: compatible goals, different concepts, in Swartz, T.A., Bowen, D.E. and Brown, S.W. (Eds), Advances in Services Marketing and Management: Research and Practice, 2nd ed., JAI Press Inc, Greenwich, CT, pp. 65-85.
47. Oliver, R.L. (1997), Satisfaction: A Behavioral Perspective of the Consumer, McGraw-Hill, New York, NY.
48. Olorunniwo, F., Hsu, M.K. and Udo, G.J. (2006), Service quality, customer satisfaction, and behavioral intentions in the service factory, Journal of Services Marketing, Vol. 20 No. 1, pp. 59-72.
49. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1988), SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality, Journal of Retailing, Vol. 64 No. 1, pp. 12-40.
50. Park, J.-W., Robertson, R. and Wu, C.-L. (2004), The effect of airline service quality on passengers' behavioral intentions: a Korean case study, Journal of Air Transport Management, Vol. 10, pp. 435-9.
51. Powpaka, S. (1996), The role of outcome quality as a determinant of overall service quality in different categories services industry: an empirical investigation, Journal of Services Marketing, Vol. 10 No. 2, pp. 5-25.
52. Reichheld, F.F. and Sasser, W.E. (1990), Zero defections: quality comes to services, Harvard Business Review, September-October, pp. 105-11.
53. Rhoades, D. (2006), Growth, customer service and profitability Southwest style, Managing Service Quality, Vol. 16 No. 5, pp. 538-47.
54. Rhoades, D.L. and Waguespack, B. Jr (2005), Jr Strategic imperatives and the pursuit of quality in the US airline industry, Managing Service Quality, Vol. 15 No. 4, pp. 344-56.
55. Richins, M.L. (1983), Negative word-of-mouth by dissatisfied customers: a pilot study, Journal of Marketing, Vol. 47, pp. 68-78.
56. Rust, R.T. and Oliver, R.L. (1994), Service quality, insights, and managerial implications from the Frontier, in Rust, R.T. and Oliver, R.L. (Eds), Service Quality: New Directions in Theory and Practice, Sage Publications, Thousand Oaks, CA, pp. 72-94.
57. Rust, R.T. and Zahorik, A.J. (1993), Customer satisfaction, customer retention, and market share, Journal of Retailing, Vol. 69 No. 2, pp. 193-215.
58. Schmenner, R.W. (1986), How can service businesses survive and prosper?, Sloan Management Review, Vol. 27 No. 3, pp. 21-32.
59. Schneider, B. and Bowen, D.E. (1995), Winning the Service Game, HBS Press, Boston, MA.
60. Sivadas, E. and Baker-Prewitt, J. (2000), An examination of the relationship between service quality, customer satisfaction, and store loyalty, International Journal of Retail & Distribution Management, Vol. 28 No. 2, pp. 73-82.
61. Slater, S.F. and Narver, J.C. (1995), Market orientation and the learning organization, Journal of Marketing, Vol. 59, July, pp. 63-74.
62. Soderlund, M. (1998), Customer satisfaction and its consequences on the customer behavior revisited: the impact of different levels of satisfaction on word-of-mouth, feedback to the supplier and loyalty, International Journal of Service Industry Management, Vol. 9 No. 2, pp. 169-88.
63. Sritama, S. (2008), Airlines cut routes to save costs, The Nation, 2 July.
64. Sultan, F. and Simpson, M.C. Jr (2000), International service variants: airline Passenger expectations and perceptions of service quality, Journal of Services Marketing, Vol. 14 No. 3, pp. 188-216.
65. Swan, J.E. and Oliver, R.L. (1989), Post-purchase communications by consumers, Journal of Retailing, Vol. 65 No. 4, pp. 516-33.
66. Tian-Cole, S., Crompton, J.L. and Willson, V.L. (2002), An empirical investigation of the relationships between service quality, satisfaction, and behavioral intentions among visitors to a wildlife refuge, Journal of Leisure Research, Vol. 34 No. 1, pp. 1-24.
67. Tiernan, S., Rhoades, D.L. and Waguespack, B. Jr (2008), Airline service quality - Exploratory analysis of consumer perceptions and operational performance in the USA and EU, Managing Service Quality, Vol. 18 No. 3, pp. 212-24.
68. Westbrook, R.A. (1987), Product/consumption-based affective responses and post-purchase processes, Journal of Marketing Research, Vol. 24, August, pp. 258-70.
69. Wirtz, J. and Chew, P. (2002), The effects of incentives, deal proneness, satisfaction, and tie strength on word-of-mouth behavior, International Journal of Service Industry Management, Vol. 13 No. 2, pp. 141-62.
70. Zeithaml, V.A., Berry, L.L. and Parasuraman, A. (1996), The behavioral consequences of service quality, Journal of Marketing, Vol. 60 No. 2, pp. 31-46.
71. Zeithaml, V.A., Parasuraman, A. and Berry, L.L. (1990), Delivering Quality Service, Free Press, New York, NY.