The factors influencing passengers’ satisfactions in using low-cost airline : a Case study of Thai Smile Airways in Suratthani
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The objective of this research was to determine which factors affecting a low-cost airline passenger satisfaction: a case study of Thai Smile Airways in Suratthani Data were collected by asking questionnaire on 400 passenger samples. The derived data were analyzed and presented by descriptive statistics such as frequency, percentage, mean, standard deviation, t-test, One-way analysis of variance (One-wayANOVA), least significant difference (LSD) and Pearson Correlation Coefficient. This research found that; there was difference in satisfaction level among factors on demographic, ages, occupation, educational level and average income per month of passengers with statistically significant difference at the 0.05 level; perception in quality, perception in value, expectation and loyalty factors influenced satisfaction at a high level. In contrast, complaint factor influenced satisfaction at a low level.