Assessing how service quality, airline image and customer value affect the intentions of passengers regarding low cost carriers

Abstract

This paper uses simple structural equation modelling to investigate relationships between service quality, airline image, customer value and behavioural intentions for passengers to fly on low cost carriers. In particular it focuses on flier's expectations of the types of services that they can enjoy. The analysis indicates that service quality has a significant positive effect on customer value, airline image and behavioural intentions, but that airline image does not itself significantly influence behavioural intentions. Crown Copyright (C) 2011 Published by Elsevier Ltd. All rights reserved.