The Influences of Passenger Satisfaction, Passenger Engagement and Repurchase Intention: Low-cost Carriers Domestic Passenger
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Abstract
This research is a quantitative and qualitative study that focused on the influences of domestic passenger satisfaction, engagement and repurchase intention of low-cost carriers domestic passenger, this research was mix method, using in-depth interview for qualitative study, and questionnaires for quantitative study, were used for data collection, the stratified random sampling and accidental random sampling group was derived from a number of 1,133 low-cost carrier’s domestic passengers of Thailand. The statistical tools for data analysis is descriptive statistic, inferential statistics, and structural equation modeling analysis.
The results showed that (1) Service quality and price fairness had positive influences on passenger satisfaction, (2) Service quality, price fairness, loyalty program, and passenger satisfaction had positive influences on passenger engagement, (3) Subjective norms, loyalty program and passenger engagement had positive and negative influences on repurchase intention,
This paper will provide a contribution to passenger engagement as a key factor to repurchase intention within the passenger to promote their tickets purchase in the Low-Cost Carriers of Thailand context.
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