As an implication, this study will provide valuable and important information for low cost airline industry in managing their customer. It will also facilitate service providers to identify areas of improvements as expected by the customer. Therefore, in order to enhance a low cost airlines company’s capabilities in serving their customers well, concentration on service quality aspect is vitally important. When customers are only paying for a very low amount of air fare, it does not mean that the quality of service have to be left behind. This is because improper management of service quality may lead a customer to switch to the competitor’s offer. As a result, the company’s ability to retain and building customer’s loyalty may become vulnerable.