Role of value for money and service quality on behavioural intention: A study of full service and low cost airlines

By Rajesh Rajaguru. 2016

195 citations recorded by the source corpus.

The study explore low cost and full service airline consumers' perception of value for money and service quality, and its influence on behavioural intention in the perspectives of means-end chain theory and price sensitivity theory. The study also examines the consumer behaviour of compensating service expectations for better price. Structural equation model was used to test the effect of perceived value for money and service quality on customer satisfaction and their behavioural intention. By confirming the low cost airline passengers' sensitiveness towards value for money, the study supports price sensitivity theory. The results support means end chain theory by identifying perceived value for money and service quality as a significant predictor of consumer satisfaction and behavioural intention.

Subfields: Marketing, Organizational Behavior and Human Resource Management, Social Psychology

View Paper: https://www.semanticscholar.org/paper/32300749bc7a68d62be36175df5a713377b78081

How researchers see this paper

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In Marketing

1. Eren Sezgen
2. K. Mason
3. Robert Mayer

In Organizational Behavior and Human Resource Management

1. Eren Sezgen
2. K. Mason
3. Robert Mayer

In Social Psychology

1. Eren Sezgen
2. K. Mason
3. Robert Mayer

Citations in the corpus

• Voice of airline passenger: A text mining approach to understand customer satisfaction (2019, methodology): “…Calisir et al., 2016; Chen and Chao, 2015 Reputation Vlachos and Lin, 2014; Calisir et al., 2016; Chen and Chao, 2015 Empathy Leong et al., 2015; Calisir et al., 2016; Rajaguru, 2016 Responsiveness Leong et al., 2015; Calisir et al., 2016; Rajaguru, 2016; Chen and Chao, 2015 Communication…”