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This is a Quantitative Study study.

October 23, 2025International Journal of Tourism and Hospitality in Asia PasificOpen Access

Understanding Customer Satisfaction in Budget Airlines: A Malaysian Case Study

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Authors

LTLay Hong TanUniversity of the Sciences CSChoon Ling SimUniversiti Sains Malaysia JTJeanne TanHong Kong Polytechnic University

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Implication

Quantitative research shows significant impacts of service quality on customer satisfaction in low-cost carriers, indicating the need for enhanced customer trust.

Key Points

Customer satisfaction significantly influences brand loyalty and is influenced by service quality in low-cost carriers.
Regression analysis revealed that customer trust (β = 0.334) and security (β = 0.210) positively impact customer satisfaction.
This quantitative research utilized an online questionnaire, achieving 150 valid responses from frequent travelers in Malaysia.
Findings highlight the need for low-cost carriers to enhance customer trust and service quality to gain loyalty and sustain competition.

Cite This Study

Tan et al. (2025) studied this question.

synapsesocial.com/papers/68f9a0eb8ea8f2f37ee94c70 https://doi.org/10.32535/ijthap.v8i3.4218

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Implication

Quantitative research shows significant impacts of service quality on customer satisfaction in low-cost carriers, indicating the need for enhanced customer trust.

Understanding Customer Satisfaction in Budget Airlines: A Malaysian Case Study

Discussion

Member takes

Implication

Key Points

Cite This Study

Understanding Customer Satisfaction in Budget Airlines: A Malaysian Case Study

Discussion

Member takes

Implication

Key Points

Cite This Study

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