The low-cost airline industry in Thailand is one of the largest in the Asian country
and one of the fast growing globally. Loyalty is an important issue for the
sustainability of business of the companies. Relationships with the customers should
be built well in order to achieve their satisfaction and consequently loyalty.
Furthermore, the airlines sector has its own specific circumstances to be considered in
order to earn the customer satisfaction. In this study the service marketing mix and
service quality are the most important factors that affect the low-cost airline passenger
satisfaction and loyalty in Thailand. The concept of marketing mix divided into
product and service marketing mix. In this study would focus on the service
marketing mix. The service marketing mix consists of 7 P’s (Product, Price, Place,
Promotion, People, Physical Evidence, and Process). To measure functional quality
and perceived quality satisfaction in the low-costs airline industry, there are some
models. However, in this study, the proposed model was developed by the help of the
most popular and complete service quality measurement model of SERVQUAL.