The Factors Influence Low-Cost Carrier's Service Quality: A Case Study of Vietjet Air in Vietnam

Abstract

Low-cost carrier has a potential market in the developing country, especial in Vietnam. However, their customers still dissatisfy with low-cost carrier's service quality. Therefore, the purpose of this research is to identify the key factors which influence service quality of low-cost carrier, in a case study of Vietjet Air in Vietnam. The conceptual model is built on the theory of seven criteria of service quality created by Christian Gronroos in (2000). The online survey was sent to collect 235 responses from the customers who has used Vietjet Air's service at least once. The multiple regression and structural equation modeling analyses were used to prove that all eight hypotheses are significant and positive supported. These findings contribute recommendations for low-cost carrier to improve the service quality.