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@article{ART002393419},
author={Cha Sukbin},
title={Symmetric and Asymmetric Influences of Service Quality Attributes of Low Cost Carriers Operating Domestic Routes on Overall Customer Satisfaction},
journal={Journal of Tourism Sciences},
issn={1226-0533},
year={2018},
volume={42},
number={9},
pages={87-101},
doi={10.17086/JTS.2018.42.9.87.101}

TY - JOUR
AU - Cha Sukbin
TI - Symmetric and Asymmetric Influences of Service Quality Attributes of Low Cost Carriers Operating Domestic Routes on Overall Customer Satisfaction
JO - Journal of Tourism Sciences
PY - 2018
VL - 42
IS - 9
PB - The Tourism Sciences Society Of Korea
SP - 87
EP - 101
SN - 1226-0533
AB - Previous research investigating the relationship between service quality satisfaction attributes and the overall satisfaction of customers has been mainly based on the symmetrical analysis that improvement of individual attributes leads to improvement of customer satisfaction. This study compares the symmetric and asymmetric nature of the relationship between service quality attributes and overall customer satisfaction of low cost carriers (LCC) operating domestic routes. Research findings surveying 340 LCC customers showed that there were six dimensions (flight attendant service, in-flight convenience, baggage service, reservation and ticketing convenience, and fare) for 24 service quality attributes. In the symmetric relationship, all factors except fare positively influenced overall satisfaction However, in the asymmetric relationship based on the three-factors model of customer satisfaction, service quality factors were classified differently. Flight attendant service, in-flight convenience, and baggage were identified as “excitement factors,” whereas flight service and reservation and ticketing convenience were identified as “performance factors.” Differences between the traditional symmetric approach and the asymmetric approach using the three-factors model of customer satisfaction and the theoretical and practical implications of the findings are discussed.
KW - Three-Factors Model of Customer Satisfaction;Service Quality;Low Cost Carrier
DO - 10.17086/JTS.2018.42.9.87.101
ER -

Cha Sukbin. (2018). Symmetric and Asymmetric Influences of Service Quality Attributes of Low Cost Carriers Operating Domestic Routes on Overall Customer Satisfaction. Journal of Tourism Sciences, 42(9), 87-101.

Cha Sukbin. 2018, "Symmetric and Asymmetric Influences of Service Quality Attributes of Low Cost Carriers Operating Domestic Routes on Overall Customer Satisfaction", Journal of Tourism Sciences, vol.42, no.9 pp.87-101. Available from: doi:10.17086/JTS.2018.42.9.87.101

Cha Sukbin "Symmetric and Asymmetric Influences of Service Quality Attributes of Low Cost Carriers Operating Domestic Routes on Overall Customer Satisfaction" Journal of Tourism Sciences 42.9 pp.87-101 (2018) : 87.

Cha Sukbin. Symmetric and Asymmetric Influences of Service Quality Attributes of Low Cost Carriers Operating Domestic Routes on Overall Customer Satisfaction. 2018; 42(9), 87-101. Available from: doi:10.17086/JTS.2018.42.9.87.101

Cha Sukbin. "Symmetric and Asymmetric Influences of Service Quality Attributes of Low Cost Carriers Operating Domestic Routes on Overall Customer Satisfaction" Journal of Tourism Sciences 42, no.9 (2018) : 87-101.doi: 10.17086/JTS.2018.42.9.87.101

Cha Sukbin. Symmetric and Asymmetric Influences of Service Quality Attributes of Low Cost Carriers Operating Domestic Routes on Overall Customer Satisfaction. Journal of Tourism Sciences, 42(9), 87-101. doi: 10.17086/JTS.2018.42.9.87.101

Cha Sukbin. Symmetric and Asymmetric Influences of Service Quality Attributes of Low Cost Carriers Operating Domestic Routes on Overall Customer Satisfaction. Journal of Tourism Sciences. 2018; 42(9) 87-101. doi: 10.17086/JTS.2018.42.9.87.101

Cha Sukbin. Symmetric and Asymmetric Influences of Service Quality Attributes of Low Cost Carriers Operating Domestic Routes on Overall Customer Satisfaction. 2018; 42(9), 87-101. Available from: doi:10.17086/JTS.2018.42.9.87.101

Cha Sukbin. "Symmetric and Asymmetric Influences of Service Quality Attributes of Low Cost Carriers Operating Domestic Routes on Overall Customer Satisfaction" Journal of Tourism Sciences 42, no.9 (2018) : 87-101.doi: 10.17086/JTS.2018.42.9.87.101