The Correlation among 5 Aspects of Service Quality in Thailand’s Low-cost Airlines

The purpose of this research was to study the relationship between five aspects of service quality factor of low-cost airlines in Thailand. The population of the research was people who had experience traveling with low-cost airlines in Thailand. 380 respondents are the sample size of this research. Information is collected through social media such as Facebook, Line. The research tool was a questionnaire developed from a review of the relevant literature. The main descriptive statistical analysis was frequency, percentage, mean, standard deviation, skewness, and kurtosis and the researcher analyzed the inferential statistics by using the Structural equation model analysis. Firstly, the results of the general data analysis showed that most of the respondents were female (64.7%), aged 20-40 years (76.2%), had a bachelor's degree (50.8%), and had a monthly income of more than 900 US dollars (39.5%). Secondly, it was found that the overall mean of the service quality variables was considered the highest level. When considering each aspect of service quality, it was found that all five aspects of service quality were at the highest level as well. And finally, the results of the study revealed a significant correlation between the five factors of low-cost carrier service quality. The results suggest that low-cost airline executives need to focus on high service quality in all five aspects: tangibility, reliability, responsiveness, assurance, and empathy. Paying attention to the customer needs and five aspects of service quality will contribute to the good performance of low-cost airlines such as having good competitiveness, higher growth, better operating results, and better business sustainability