Low cost airline service quality impact on customer satisfaction : empirical study on KSA market

Abstract EN

Purpose: Airlines industry growth is essential for any country strives for economic development.

Many Arab countries are now using low- cost airline as main pillars to its economic development such as United Arab Emirates, Kingdom of Saudi Arabia and Egypt.

In Kingdom of Saudi Arabia the growth of the airlines has great opportunity to be flourishing especially under the 2030 Saudi Arabia new vision.

This studyInvestigate the effect of low cost airline service quality on customers' (passengers) satisfaction.

Design/Methodology/Approach: This study adopted convenience sampling and collected 86 passengers located in departure and arrival terminals at King Khaled airport in Riyadh, Kingdom of Saudi Arabia.

This study employed the SPSS for data analysis.

Findings: The result revealed that service quality dimensions (reliability, responsiveness, and assurance) have asignificant impact on customers' satisfaction of low-cost airlines while tangibility and empathy have no impact.

Practical Implications: The study adds to the body of knowledge about service marketing and quality research.

Key words: service quality, customer satisfaction, low cost airline, KSA2030