An Investigation of Service Quality in China Low Cost Carrier Market

Abstract

This study aims to empirically investigate customer satisfaction in China low cost carrier (LCC) market. Three importance-performance analysis (IPA) methods — traditional IPA and two revised IPA (partial correlation model, PCM and dummy regression model, DRM) are adopted and compared. The results show that the top-priority attributes to be improved recognized by the traditional IPA are Flight on-time and Complaint response, which are different to those suggested by PCM-- Complaint response and Meal service. In addition, according to the evaluation results of DRM on the passengers with various journey purposes, Attributes importance viewed by passengers with various journey purposes significantly differs. Corresponding improvement strategies are then proposed based on three methods.