Enhancing E-Service Quality of Airline Industry: an Empirical Study in Customers of Low Cost Airline
Journal Title: International Journal of the Computer, the Internet and Management - Year 2019, Vol 27, Issue 1
Abstract
The purpose of this study examined the influence of e-service quality on loyalty intention of customer’s low cost airline. The questionnaire was tool to collected information from 295 customers of low cost airline in Thailand. The result indicated that e-service quality had positively influence on loyalty intention. Moreover, customer trust as a mediator variable between e-service quality on loyalty intention and marketing communication as a moderator between them. This study fulfilled e-service quality has importance factor to build customer trust and service loyalty intention in low cost airline.
Authors and Affiliations
Wasutida Nurittamont
Keywords
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