The Factors Influencing Passengers’ Satisfactions in using Low-Cost Airline : a Case Study of Nok-Air Airline in Bangkok

Abstract

The purpose of this research aimed to determine which factors influencing a lowcost airline passenger satisfaction: acasestudy of Nok-Air Airline in Bangkok. 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 no difference in satisfaction level among factors on demographic, gender, occupation, educational level and average income per month of passengers with only exception that ages of passengers influenced satisfaction with statistically significant difference at the 0.05 level; perception in quality and perception in value factors influenced satisfaction at a high level; likewise, expectation and loyalty factors influenced satisfaction at an average level. In contrast, complaint factor influenced satisfaction at a low level.