The Effect of Low-cost Airline Service Quality on Customer Satisfaction and Recommendation Intention

The purpose of this study is to analyze the effect of domestic low cost airline service quality on customer satisfaction and recommendation intention. There are six low-cost airlines in Korea, and customers will have to consider the service quality of the airlines in order to select one of the airlines. To determine this, 12 questions were constructed on three dimensions of service quality such as physical service, human service, and system service based on the preceding literature, and the causal relationship between customer satisfaction and recommendation intention was analyzed.BR As a result, low-cost airline physical service, human service, and system service all had a significant effect on customer satisfaction, and customer satisfaction also had a very positive effect on recommendation intention.BR The results of this study suggest that the importance of improving and the service quality dimension of low cost airlines in the fierce aviation market and the continuous efforts for customer satisfaction become a competitive advantage factor.