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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. 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.
    4. 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.
    5. 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.
    6. 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).
    7. 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.
    8. 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.
    9. 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).
    10. 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.
    11. 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.
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