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| 說明 | 1 online resource (226 pages) |
| 文字 | text |
| 無媒介 | computer |
| 成冊 | online resource |
| 附註 | Source: Dissertation Abstracts International, Volume: 78-07(E), Section: A |
| Advisers: Deborah Nelson; Michael Edwards |
| Thesis (Ph.D.) Northcentral University 2017 |
| Includes bibliographical references |
| The purpose of this qualitative case study was to explore airline customers' perceptions of how low cost airlines can increase customer satisfaction. The theoretical framework for the study was customer satisfaction theory, which emphasizes strategic goal establishment for organizations or agency/service providers where management priorities primarily focus on how to generate profit and maintain expected profit margins while retaining customer loyalty and employee satisfaction. Customer dissatisfaction affects customer purchase decisions or purchase intentions. The purchase decisions made by customers are usually affected by factors that support customer decisions when determining whether the service or product will provide them with the needed or expected satisfaction. In organizational settings, customer's satisfaction is related to a perception of customer's receiving the expected benefit prior to entering into any business relationship with its partners. During this study, data were collected from 15 randomly selected participants who had travelled with low-cost airlines in the United States. Open-ended interview questions were conducted with participants in a semi-structured environment, and the results were transcribed, evaluated, and analyzed to identify themes related to participants' perceptions of customer satisfaction with low-cost airlines. Results showed travel customers were quite displeased or dissatisfied with the services they received from the low-cost airlines despite the low fares promised. Recommendations suggest strategies and options to increase customer satisfaction with low-cost airlines. Further research by researchers regarding customers' perceptions on how to increase customer satisfaction in the low-cost airlines is recommended |
| Electronic reproduction. Ann Arbor, Mich. : ProQuest, 2018 |
| Mode of access: World Wide Web |
| 主題 | Transportation |
| Electronic books. |
| 0709 |
| ISBN/ISSN | 9781369599800 |
