IDEAS home Printed from https://ideas.repec.org/a/osi/bulimm/v18y2018p21-40.html
   My bibliography  Save this article

Influence Of Liberalization On Air Transport Market: Research Into Consumersʼ Satisfaction With Low-Cost Airlines Services In The Republic Of Croatia

Author

Listed:
  • Dora Naletina

    (University of Zagreb, Faculty of Economics & Business Zagreb)

  • Kristina Petljak

    (University of Zagreb, Faculty of Economics & Business Zagreb)

  • Andrea Kapovic

Abstract

The current state on the air transport market is characterized by the presence of extremely fierce competition and fast-changing market conditions. In this environment, only the companies that adapt quickly and efficiently can succeed. Effective changes enable development and success, and investment in the growth and making oneself different from the others is the only way to survive. With liberalization, the air transport in Croatia is becoming more demanding and dynamic. The arrival of low-cost airlines in Croatia brings more choice for the customers than ever before. The market has matured and become competitive and available. Although the tourists are not the only users of the air transport in Croatia, this type of transport is still related mainly to the summer months, which implies the seasonality of the number of the passengers. It is evident that low-cost business strategies have growing influence on the economy. It is therefore the aim of this paper to investigate the consumers’ satisfaction with low-cost airlines services in the Republic of Croatia. In order to achieve the aim of the paper, a primary research on the sample of 83 respondents has been conducted. The results show that the consumers are very satisfied with the quality of the service they are provided with for the price of the ticket, along with the way and speed of the process of buying the ticket online. The consumers have expressed a mild dissatisfaction with the comfort during the flight, which, in the essence, outlines further guidelines for the development of the low-cost airlines, although many of them have already facilitated a more comfortable flying experience.

Suggested Citation

  • Dora Naletina & Kristina Petljak & Andrea Kapovic, 2018. "Influence Of Liberalization On Air Transport Market: Research Into Consumersʼ Satisfaction With Low-Cost Airlines Services In The Republic Of Croatia," Business Logistics in Modern Management, Josip Juraj Strossmayer University of Osijek, Faculty of Economics, Croatia, vol. 18, pages 21-40.
    • Handle: RePEc:osi:bulimm:v:18:y:2018:p:21-40
    as

    Download full text from publisher

    File URL: http://www.efos.unios.hr/repec/osi/bulimm/PDF/BusinessLogisticsinModernManagement18/blimm1802.pdf
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Frédéric Dobruszkes, 2006. "An analysis of European low-cost airlines and their networks," ULB Institutional Repository 2013/95835, ULB -- Universite Libre de Bruxelles.
    2. Gillen, David & Lall, Ashish, 2004. "Competitive advantage of low-cost carriers: some implications for airports," Journal of Air Transport Management, Elsevier, vol. 10(1), pages 41-50.
    3. Kim, Yu Kyoung & Lee, Hyung Ryong, 2011. "Customer satisfaction using low cost carriers," Tourism Management, Elsevier, vol. 32(2), pages 235-243.
    4. Kos Koklic, Mateja & Kukar-Kinney, Monika & Vegelj, Spela, 2017. "An investigation of customer satisfaction with low-cost and full-service airline companies," Journal of Business Research, Elsevier, vol. 80(C), pages 188-196.
    Full references (including those not matched with items on IDEAS)

    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. Ko, Young Dae & Kwag, Sung Il & Oh, Yonghui, 2020. "An efficient airline seat reallocation algorithm considering customer dissatisfaction," Journal of Air Transport Management, Elsevier, vol. 85(C).
    2. Fasone, Vincenzo & Kofler, Lukas & Scuderi, Raffaele, 2016. "Business performance of airports: Non-aviation revenues and their determinants," Journal of Air Transport Management, Elsevier, vol. 53(C), pages 35-45.
    3. Lopez-Valpuesta, Lourdes & Casas-Albala, Diana, 2023. "Has passenger satisfaction at airports changed with the onset of COVID-19? The case of Seville Airport (Spain)," Journal of Air Transport Management, Elsevier, vol. 108(C).
    4. Button, Kenneth & Kramberger, Tomaž & Grobin, Klemen & Rosi, Bojan, 2018. "A note on the effects of the number of low-cost airlines on small tourist airports' efficiencies," Journal of Air Transport Management, Elsevier, vol. 72(C), pages 92-97.
    5. Chung, Jin Young & Whang, Taehee, 2011. "The impact of low cost carriers on Korean Island tourism," Journal of Transport Geography, Elsevier, vol. 19(6), pages 1335-1340.
    6. Pan, Jing Yu & Truong, Dothang, 2018. "Passengers’ intentions to use low-cost carriers: An extended theory of planned behavior model," Journal of Air Transport Management, Elsevier, vol. 69(C), pages 38-48.
    7. Heesup Han & Linda Heejung Lho & Antonio Ariza-Montes & Kyung-Sik Lee & Hyungshin Baek & Luis Araya-Castillo, 2020. "Do Ambient Conditions (Air Quality, Noise Level and Temperature) and Image Congruity Matter for Boosting Customer Approach Behaviors in the FSC Sector?," Sustainability, MDPI, vol. 12(24), pages 1-14, December.
    8. Dissakoon Chonsalasin & Sajjakaj Jomnonkwao & Vatanavongs Ratanavaraha, 2020. "Key Determinants of Airline Loyalty Modeling in Thailand," Sustainability, MDPI, vol. 12(10), pages 1-17, May.
    9. Avogadro, Nicolò & Malighetti, Paolo & Redondi, Renato & Salanti, Andrea, 2021. "A tale of airline competition: When full-service carriers undercut low-cost carriers fares," Journal of Air Transport Management, Elsevier, vol. 92(C).
    10. Lin, Eliver & Mak, Barry & Wong, Kevin, 2013. "The business relationships between LCCs and airports in Southeast Asia: Influences of power imbalance and mutual dependence," Transportation Research Part A: Policy and Practice, Elsevier, vol. 50(C), pages 33-46.
    11. Loh, Hui Shan & Yuen, Kum Fai & Wang, Xueqin & Surucu-Balci, Ebru & Balci, Gökcay & Zhou, Qingji, 2020. "Airport selection criteria of low-cost carriers: A fuzzy analytical hierarchy process," Journal of Air Transport Management, Elsevier, vol. 83(C).
    12. Jimenez, Edgar & Suau-Sanchez, Pere, 2020. "Reinterpreting the role of primary and secondary airports in low-cost carrier expansion in Europe," Journal of Transport Geography, Elsevier, vol. 88(C).
    13. Suau-Sanchez, Pere & Burghouwt, Guillaume, 2011. "The geography of the Spanish airport system: spatial concentration and deconcentration patterns in seat capacity distribution, 2001–2008," Journal of Transport Geography, Elsevier, vol. 19(2), pages 244-254.
    14. Castillo-Manzano, José I. & López-Valpuesta, Lourdes & Pedregal, Diego J., 2012. "What role will hubs play in the LCC point-to-point connections era? The Spanish experience," Journal of Transport Geography, Elsevier, vol. 24(C), pages 262-270.
    15. Khan, Nokhaiz Tariq & Jung, Gisun & Kim, Jaebum & Kim, Yun Bae, 2019. "Evolving competition between low-cost carriers and full-service carriers: The case of South Korea," Journal of Transport Geography, Elsevier, vol. 74(C), pages 1-9.
    16. Akamavi, Raphaël K. & Mohamed, Elsayed & Pellmann, Katharina & Xu, Yue, 2015. "Key determinants of passenger loyalty in the low-cost airline business," Tourism Management, Elsevier, vol. 46(C), pages 528-545.
    17. Castillo-Manzano, José I., 2010. "Determinants of commercial revenues at airports: Lessons learned from Spanish regional airports," Tourism Management, Elsevier, vol. 31(6), pages 788-796.
    18. Jimenez, Edgar & Claro, João & Pinho de Sousa, Jorge & de Neufville, Richard, 2017. "Dynamic evolution of European airport systems in the context of Low-Cost Carriers growth," Journal of Air Transport Management, Elsevier, vol. 64(PA), pages 68-76.
    19. Lee, C.K.M. & Ng, K.K.H. & Chan, Hing Kai & Choy, K.L. & Tai, W.C. & Choi, L.S., 2018. "A multi-group analysis of social media engagement and loyalty constructs between full-service and low-cost carriers in Hong Kong," Journal of Air Transport Management, Elsevier, vol. 73(C), pages 46-57.
    20. Tavalaei, M. Mahdi & Santalo, Juan, 2019. "Pure versus hybrid competitive strategies in the airport industry," Transportation Research Part A: Policy and Practice, Elsevier, vol. 124(C), pages 444-455.

    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:osi:bulimm:v:18:y:2018:p:21-40. 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: Davor Dujak,PhD (email available below). General contact details of provider: https://edirc.repec.org/data/efosihr.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.