IDEAS home Printed from https://ideas.repec.org/p/pra/mprapa/81635.html
   My bibliography  Save this paper

Top purchase intention priorities of Vietnamese LCC passengers: Expectations and satisfaction

Author

Listed:
  • Moslehpour, Massoud
  • Lin, Yi Hsin
  • Nguyen, Thi Le Huyen

Abstract

The mediating role of customer satisfaction has been widely discussed in the existing literature. However, to the best of our knowledge, there is still lack of studies focusing on the low-cost airline industry, especially in Vietnam. Therefore, this study aims at investigating factors that influence purchase intention and the mediating role of customer satisfaction in VietJet Air, in Vietnam. A quantitative research method is applied with the data being collected through an online questionnaire from three main regions in Vietnam: the North, the Center, and the South. The results indicate that customer satisfaction mediates the relationship between the independent variables (customer expectation/perceived value) and the dependent variable (purchase intention) in the case of VietJet Air in Vietnam. In general, this study not only enriches the existing literature but also might be a valuable reference to the VietJet Air’s and other similar Vietnamese low cost carrier managers to consider their strategic marketing plans.

Suggested Citation

  • Moslehpour, Massoud & Lin, Yi Hsin & Nguyen, Thi Le Huyen, 2017. "Top purchase intention priorities of Vietnamese LCC passengers: Expectations and satisfaction," MPRA Paper 81635, University Library of Munich, Germany.
    • Handle: RePEc:pra:mprapa:81635
    as

    Download full text from publisher

    File URL: https://mpra.ub.uni-muenchen.de/81635/1/MPRA_paper_81635.pdf
    File Function: original version
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Phang, Sock-Yong & Wong, Wing-Keung & Chia, Ngee-Choon, 1996. "Singapore's experience with car quotas : Issues and policy processes," Transport Policy, Elsevier, vol. 3(4), pages 145-153, October.
    2. Pieters, R. & Koelemeyer, K. & Roest, H.C.A., 1995. "Assimilation processes in service satisfaction formation," Other publications TiSEM 981ea298-0745-4b7d-92f0-f, Tilburg University, School of Economics and Management.
    3. Krishna K. Govender, 2016. "Exploring public transport service quality: the case of mini-bus taxi service in South Africa," Eurasian Business Review, Springer;Eurasia Business and Economics Society, vol. 6(1), pages 101-116, April.
    4. Adler, Nicole & Berechman, Joseph, 2001. "Measuring airport quality from the airlines' viewpoint: an application of data envelopment analysis," Transport Policy, Elsevier, vol. 8(3), pages 171-181, July.
    5. Brown, Steven P & Stayman, Douglas M, 1992. "Antecedents and Consequences of Attitude toward the Ad: A Meta-analysis," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 19(1), pages 34-51, June.
    6. Wolfgang Ulaga & Samir Chacour, 2001. "Measuring Customer-Perceived Value in Business Markets: A Prerequisite for Marketing Strategy Development and Implementation," Post-Print hal-00485109, HAL.
    7. Kim, Yu Kyoung & Lee, Hyung Ryong, 2011. "Customer satisfaction using low cost carriers," Tourism Management, Elsevier, vol. 32(2), pages 235-243.
    8. Bolton, Ruth N & Drew, James H, 1991. "A Multistage Model of Customers' Assessments of Service Quality and Value," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 17(4), pages 375-384, March.
    9. Ming-Lu Wu, 2014. "Cross-border comparative studies of service quality and consumer satisfaction: some empirical results," Eurasian Business Review, Springer;Eurasia Business and Economics Society, vol. 4(1), pages 89-106, June.
    10. Bettman, James R & Luce, Mary Frances & Payne, John W, 1998. "Constructive Consumer Choice Processes," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 25(3), pages 187-217, December.
    11. Athanassopoulos, Antreas D., 2000. "Customer Satisfaction Cues To Support Market Segmentation and Explain Switching Behavior," Journal of Business Research, Elsevier, vol. 47(3), pages 191-207, March.
    12. Andreas Soteriou & Stavros A. Zenios, 1999. "Operations, Quality, and Profitability in the Provision of Banking Services," Management Science, INFORMS, vol. 45(9), pages 1221-1238, September.
    13. Jorge Moll-de-Alba & Lluís Prats & Lluís Coromina, 2016. "The need to adapt to travel expenditure patterns. A study comparing business and leisure tourists in Barcelona," Eurasian Business Review, Springer;Eurasia Business and Economics Society, vol. 6(2), pages 253-267, August.
    14. Aleda V. Roth & William E. Jackson, III, 1995. "Strategic Determinants of Service Quality and Performance: Evidence from the Banking Industry," Management Science, INFORMS, vol. 41(11), pages 1720-1733, November.
    15. Laroche, Michel & Kim, Chankon & Zhou, Lianxi, 1996. "Brand familiarity and confidence as determinants of purchase intention: An empirical test in a multiple brand context," Journal of Business Research, Elsevier, vol. 37(2), pages 115-120, October.
    16. H. Sherman & Joe Zhu, 2006. "Benchmarking with quality-adjusted DEA (Q-DEA) to seek lower-cost high-quality service: Evidence from a U.S.bank application," Annals of Operations Research, Springer, vol. 145(1), pages 301-319, July.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Tran Thai Ha Nguyen & Massoud Moslehpour & Thi Thuy Van Vo & Wing-Keung Wong, 2020. "State Ownership and Risk-Taking Behavior: An Empirical Approach to Get Better Profitability, Investment, and Trading Strategies for Listed Corporates in Vietnam," Economies, MDPI, vol. 8(2), pages 1-21, June.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Massoud Moslehpour & Wing-Keung Wong & Yi Hsin Lin & Thi Huyen Nguyen, 2018. "Top purchase intention priorities of Vietnamese low cost carrier passengers: expectations and satisfaction," Eurasian Business Review, Springer;Eurasia Business and Economics Society, vol. 8(4), pages 371-389, December.
    2. Shimshak, Daniel G. & Lenard, Melanie L. & Klimberg, Ronald K., 2009. "Incorporating quality into data envelopment analysis of nursing home performance: A case study," Omega, Elsevier, vol. 37(3), pages 672-685, June.
    3. E. Grigoroudis & E. Tsitsiridi & C. Zopounidis, 2013. "Linking customer satisfaction, employee appraisal, and business performance: an evaluation methodology in the banking sector," Annals of Operations Research, Springer, vol. 205(1), pages 5-27, May.
    4. Richter, Magnus, 2017. "Time and quality efficiency of Scotch single malt whisky production: An empirical two-model DEA approach," Ilmenauer Schriften zur Betriebswirtschaftslehre, Technische Universität Ilmenau, Institut für Betriebswirtschaftslehre, volume 2, number 22017.
    5. Samet Güner & Erman Coşkun, 2016. "Determining the best performing benchmarks for transit routes with a multi-objective model: the implementation and a critique of the two-model approach," Public Transport, Springer, vol. 8(2), pages 205-224, September.
    6. Blut, Markus & Chowdhry, Nivriti & Mittal, Vikas & Brock, Christian, 2015. "E-Service Quality: A Meta-Analytic Review," Journal of Retailing, Elsevier, vol. 91(4), pages 679-700.
    7. Ayat Mazin Almahmoud, 2019. "The Impact of Social Media Characteristics and Customer Attitude on EWOM: An Empirical Study in Jordanian Banking Sector," Journal of Social Sciences (COES&RJ-JSS), , vol. 8(2), pages 169-188, April.
    8. Güner, Samet & Seçkin Codal, Keziban, 2022. "Endogenous and exogenous sources of efficiency in the management of Turkish airports," Utilities Policy, Elsevier, vol. 76(C).
    9. Eunil Park & Sanghoon Lee & Sang Jib Kwon & Angel P. Del Pobil, 2015. "Determinants of Behavioral Intention to Use South Korean Airline Services: Effects of Service Quality and Corporate Social Responsibility," Sustainability, MDPI, vol. 7(9), pages 1-16, September.
    10. Zervopoulos, Panagiotis D. & Brisimi, Theodora S. & Emrouznejad, Ali & Cheng, Gang, 2016. "Performance measurement with multiple interrelated variables and threshold target levels: Evidence from retail firms in the US," European Journal of Operational Research, Elsevier, vol. 250(1), pages 262-272.
    11. Yiwen Li & Norihiro Nishimura & Hisanori Yagami & Hye-Sook Park, 2021. "An Empirical Study on Online Learners’ Continuance Intentions in China," Sustainability, MDPI, vol. 13(2), pages 1-18, January.
    12. M. S. Krishnan & Venkatram Ramaswamy & Mary C. Meyer & Paul Damien, 1999. "Customer Satisfaction for Financial Services: The Role of Products, Services, and Information Technology," Management Science, INFORMS, vol. 45(9), pages 1194-1209, September.
    13. Simonson, Itamar & Ofir, Chezy, 2000. "The Effect of Expecting to Evaluate on Quality and Satisfaction Evaluations," Research Papers 1608, Stanford University, Graduate School of Business.
    14. Koesharijadi Koesharijadi, 2016. "Factors Affecting Loyalty Customer Services Banking Industry in East Java," International Journal of Business and Management, Canadian Center of Science and Education, vol. 11(6), pages 168-168, May.
    15. Carsten Horn & Markus Rudolf, 2011. "Service quality in the private banking business," Financial Markets and Portfolio Management, Springer;Swiss Society for Financial Market Research, vol. 25(2), pages 173-195, June.
    16. Ekta Duggal & Harsh V. Verma, 2016. "Deconstructing Retail Service Quality in India," Paradigm, , vol. 20(2), pages 143-158, December.
    17. Andreas C. Soteriou & Richard B. Chase, 2000. "A Robust Optimization Approach for Improving Service Quality," Manufacturing & Service Operations Management, INFORMS, vol. 2(3), pages 264-286, May.
    18. Rajaguru, Rajesh, 2016. "Role of value for money and service quality on behavioural intention: A study of full service and low cost airlines," Journal of Air Transport Management, Elsevier, vol. 53(C), pages 114-122.
    19. Jun Ye & Beibei Dong & Ju-Yeon Lee, 2017. "The long-term impact of service empathy and responsiveness on customer satisfaction and profitability: a longitudinal investigation in a healthcare context," Marketing Letters, Springer, vol. 28(4), pages 551-564, December.
    20. Mukhopadhyay, Soumya & Chung, Tuck Siong, 2016. "Preference instability, consumption and online rating behavior," International Journal of Research in Marketing, Elsevier, vol. 33(3), pages 624-638.

    More about this item

    Keywords

    purchase intention; Structural Equation Modeling (SEM); service quality; perceived value; customer expectation; customer satisfaction; low cost carrier; VietJet Air.;
    All these keywords.

    JEL classification:

    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

    NEP fields

    This paper has been announced in the following NEP Reports:

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:pra:mprapa:81635. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Joachim Winter (email available below). General contact details of provider: https://edirc.repec.org/data/vfmunde.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.