Effect of self-service technologies of the low-cost airlines on customer loyalty

Min Jan Chuang; Hing Kai Chan; William Yu Chung Wang; Sai Ho Chung

Effect of self-service technologies of the low-cost airlines on customer loyalty

Min Jan Chuang, Hing Kai Chan, William Yu Chung Wang, Sai Ho Chung

Research output: Chapter in book / Conference proceeding › Conference article published in proceeding or book › Academic research › peer-review

Abstract

Self-service technologies (SSTs) have drawn the attention of academia and practitioners in recent years. Most of the reported literature had been focusing on the theoretical foundations of SSTs adoption and hence the associated benefits. In contrast, this paper sets out to discuss the benefits of using SSTs from customer point of view in terms of their loyalty. A face-to-face street intercept survey was conducted. Although customer satisfaction with SSTs and the design of web-sites are contributing factors to gain loyalty, the strength of their relationship is weak based on the result of this study. Details are disclosed in the paper.

Original language	English
Title of host publication	SCMIS 2010 - Proceedings of 2010 8th International Conference on Supply Chain Management and Information Systems
Subtitle of host publication	Logistics Systems and Engineering
Publication status	Published - 1 Dec 2010
Event	2010 8th International Conference on Supply Chain Management and Information Systems: Logistics Systems and Engineering, SCMIS 2010 - Hong Kong, Hong Kong Duration: 6 Oct 2010 → 8 Oct 2010

Conference

Conference	2010 8th International Conference on Supply Chain Management and Information Systems: Logistics Systems and Engineering, SCMIS 2010
Country/Territory	Hong Kong
City	Hong Kong
Period	6/10/10 → 8/10/10

Keywords

Customer loyalty
Customer satisfaction
Low-cost airlines
Self-service technologies
Survey

ASJC Scopus subject areas

Management Information Systems
Information Systems
Information Systems and Management

Cite this

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title = "Effect of self-service technologies of the low-cost airlines on customer loyalty",

abstract = "Self-service technologies (SSTs) have drawn the attention of academia and practitioners in recent years. Most of the reported literature had been focusing on the theoretical foundations of SSTs adoption and hence the associated benefits. In contrast, this paper sets out to discuss the benefits of using SSTs from customer point of view in terms of their loyalty. A face-to-face street intercept survey was conducted. Although customer satisfaction with SSTs and the design of web-sites are contributing factors to gain loyalty, the strength of their relationship is weak based on the result of this study. Details are disclosed in the paper.",

keywords = "Customer loyalty, Customer satisfaction, Low-cost airlines, Self-service technologies, Survey",

author = "Chuang, {Min Jan} and Chan, {Hing Kai} and Wang, {William Yu Chung} and Chung, {Sai Ho}",

year = "2010",

month = dec,

day = "1",

language = "English",

isbn = "9789623676960",

booktitle = "SCMIS 2010 - Proceedings of 2010 8th International Conference on Supply Chain Management and Information Systems",

note = "2010 8th International Conference on Supply Chain Management and Information Systems: Logistics Systems and Engineering, SCMIS 2010 ; Conference date: 06-10-2010 Through 08-10-2010",

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Chuang, MJ, Chan, HK, Wang, WYC & Chung, SH 2010, Effect of self-service technologies of the low-cost airlines on customer loyalty. in SCMIS 2010 - Proceedings of 2010 8th International Conference on Supply Chain Management and Information Systems: Logistics Systems and Engineering., 5681789, 2010 8th International Conference on Supply Chain Management and Information Systems: Logistics Systems and Engineering, SCMIS 2010, Hong Kong, Hong Kong, 6/10/10.

Effect of self-service technologies of the low-cost airlines on customer loyalty. / Chuang, Min Jan; Chan, Hing Kai; Wang, William Yu Chung; Chung, Sai Ho.

SCMIS 2010 - Proceedings of 2010 8th International Conference on Supply Chain Management and Information Systems: Logistics Systems and Engineering. 2010. 5681789.

Research output: Chapter in book / Conference proceeding › Conference article published in proceeding or book › Academic research › peer-review

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AU - Chuang, Min Jan

AU - Chan, Hing Kai

AU - Wang, William Yu Chung

AU - Chung, Sai Ho

PY - 2010/12/1

Y1 - 2010/12/1

N2 - Self-service technologies (SSTs) have drawn the attention of academia and practitioners in recent years. Most of the reported literature had been focusing on the theoretical foundations of SSTs adoption and hence the associated benefits. In contrast, this paper sets out to discuss the benefits of using SSTs from customer point of view in terms of their loyalty. A face-to-face street intercept survey was conducted. Although customer satisfaction with SSTs and the design of web-sites are contributing factors to gain loyalty, the strength of their relationship is weak based on the result of this study. Details are disclosed in the paper.

AB - Self-service technologies (SSTs) have drawn the attention of academia and practitioners in recent years. Most of the reported literature had been focusing on the theoretical foundations of SSTs adoption and hence the associated benefits. In contrast, this paper sets out to discuss the benefits of using SSTs from customer point of view in terms of their loyalty. A face-to-face street intercept survey was conducted. Although customer satisfaction with SSTs and the design of web-sites are contributing factors to gain loyalty, the strength of their relationship is weak based on the result of this study. Details are disclosed in the paper.

KW - Customer loyalty

KW - Customer satisfaction

KW - Low-cost airlines

KW - Self-service technologies

KW - Survey

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M3 - Conference article published in proceeding or book

SN - 9789623676960

BT - SCMIS 2010 - Proceedings of 2010 8th International Conference on Supply Chain Management and Information Systems

T2 - 2010 8th International Conference on Supply Chain Management and Information Systems: Logistics Systems and Engineering, SCMIS 2010

Y2 - 6 October 2010 through 8 October 2010

ER -

Effect of self-service technologies of the low-cost airlines on customer loyalty

Abstract

Conference

Keywords

ASJC Scopus subject areas

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Cite this