The study explore low cost and full service airline consumers' perception of value for money and service quality, and its influence on behavioural intention in the perspectives of means-end chain theory and price sensitivity theory. The study also examines the consumer behaviour of compensating service expectations for better price. Structural equation model was used to test the effect of perceived value for money and service quality on customer satisfaction and their behavioural intention. By confirming the low cost airline passengers' sensitiveness towards value for money, the study supports price sensitivity theory. The results support means end chain theory by identifying perceived value for money and service quality as a significant predictor of consumer satisfaction and behavioural intention.

Item Type:	Refereed Article
Keywords:	service quality, airlines, value for money
Research Division:	Commerce, Management, Tourism and Services
Research Group:	Transportation, logistics and supply chains
Research Field:	Air transportation and freight services
Objective Division:	Economic Framework
Objective Group:	Management and productivity
Objective Field:	Marketing
UTAS Author:	Rajaguru, R (Dr Rajesh Rajaguru)
ID Code:	124011
Year Published:	2016
Web of Science® Times Cited:	88
Deposited By:	TSBE
Deposited On:	2018-02-06
Last Modified:	2018-04-09
Downloads:	0