Although the physical evidence is an important factor in influencingcustomer behavior, this study suggests that these factors were not significant in influencingcustomer satisfaction in low cost airlines.
This insignificant effect is most likely due tocustomer expectations to low cost airline services (including physical factors) is also low(Noor, 2005).
As a consequence, low cost airlines customers do not have a high expection on physical element of airline.
As a result, the use of relatively old aircraft will less likely affectcustomer satisfaction in low cost airlines.
In contrast, as they have a higher serviceexpectation, physical conditions such as the modernity and the age of aircraft greatly affectthe level of customer satisfaction in full service airlines (Lawton, 2002).
Although the physical evidence is an important factor in influencingcustomer behavior, this study suggests that these factors were not significant in influencingcustomer satisfaction in low cost airlines. This insignificant effect is most likely due tocustomer expectations to low cost airline services (including physical factors) is also low(Noor, 2005). As a consequence, low cost airlines customers do not have a high expection on physical element of airline. As a result, the use of relatively old aircraft will less likely affectcustomer satisfaction in low cost airlines. In contrast, as they have a higher serviceexpectation, physical conditions such as the modernity and the age of aircraft greatly affectthe level of customer satisfaction in full service airlines (Lawton, 2002).
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