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Service quality of low-cost long-haul airlines – The case of Jetstar Airways and AirAsia X

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  • Jiang, Hongwei

Abstract

The study investigates why passengers choose a particular airline when travelling on a long-haul low cost carriers focusing on Asia and Oceania. A survey of Jetstar and AirAsia X passengers finds that assurance is the most important factor when choosing long-haul low cost carriers, followed by two other important factors-airfare and reliability. These results suggest that there are no significant differences regarding service quality between Jetstar Airways and AirAsia X.

Suggested Citation

  • Jiang, Hongwei, 2013. "Service quality of low-cost long-haul airlines – The case of Jetstar Airways and AirAsia X," Journal of Air Transport Management, Elsevier, vol. 26(C), pages 20-24.
    • Handle: RePEc:eee:jaitra:v:26:y:2013:i:c:p:20-24
    DOI: 10.1016/j.jairtraman.2012.08.012
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    References listed on IDEAS

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    1. Kim, Yu Kyoung & Lee, Hyung Ryong, 2011. "Customer satisfaction using low cost carriers," Tourism Management, Elsevier, vol. 32(2), pages 235-243.
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    Cited by:

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    2. Soliman, Amr & O’Connell, John Frankie & Tamaddoni-Nezhad, Alireza, 2022. "A data-driven approach for characterising revenues of South-Asian long-haul low-cost carriers per equivalent flight capacity per block hour," Journal of Air Transport Management, Elsevier, vol. 103(C).
    3. Kurtulmuşoğlu, Feride Bahar & Can, Gülin Feryal & Tolon, Metehan, 2016. "A voice in the skies: Listening to airline passenger preferences," Journal of Air Transport Management, Elsevier, vol. 57(C), pages 130-137.
    4. Lange, Anne, 2019. "Does cargo matter? The impact of air cargo operations on departure on-time performance for combination carriers," Transportation Research Part A: Policy and Practice, Elsevier, vol. 119(C), pages 214-223.
    5. Shen, Chao & Yahya, Yazkhiruni, 2021. "The impact of service quality and price on passengers' loyalty towards low-cost airlines: The Southeast Asia perspective," Journal of Air Transport Management, Elsevier, vol. 91(C).
    6. Thowayeb H. Hassan & Amany E. Salem, 2021. "Impact of Service Quality of Low-Cost Carriers on Airline Image and Consumers’ Satisfaction and Loyalty during the COVID-19 Outbreak," IJERPH, MDPI, vol. 19(1), pages 1-16, December.
    7. Ko, Young Dae, 2016. "An airline's management strategies in a competitive air transport market," Journal of Air Transport Management, Elsevier, vol. 50(C), pages 53-61.
    8. De Poret, M. & O'Connell, J.F. & Warnock-Smith, D., 2015. "The economic viability of long-haul low cost operations: Evidence from the transatlantic market," Journal of Air Transport Management, Elsevier, vol. 42(C), pages 272-281.
    9. Noor Muhammad & Zhigeng Fang & Syed Ahsan Ali Shah & Muhammad Azeem Akbar & Ahmed Alsanad & Abdu Gumaei & Yasir Ahmed Solangi, 2020. "A Hybrid Multi-Criteria Approach for Evaluation and Selection of Sustainable Suppliers in the Avionics Industry of Pakistan," Sustainability, MDPI, vol. 12(11), pages 1-22, June.
    10. Foong, Jia Jun & O'Connell, John Francis & Warnock-Smith, David & Efthymiou, Marina, 2023. "A product and organisational architecture analysis of the performance of Southeast Asian airlines," Journal of Air Transport Management, Elsevier, vol. 107(C).
    11. Hunt, Jennifer & Truong, Dothang, 2019. "Low-fare flights across the Atlantic: Impact of low-cost, long-haul trans-Atlantic flights on passenger choice of Carrier," Journal of Air Transport Management, Elsevier, vol. 75(C), pages 170-184.
    12. Lin, Hsiu-Fen & Huang, Yi-Wen, 2015. "Using analytic network process to measure the determinants of low cost carriers purchase intentions: A comparison of potential and current customers," Journal of Air Transport Management, Elsevier, vol. 49(C), pages 9-16.

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