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 proceedingConference article published in proceeding or bookAcademic researchpeer-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 languageEnglish
Title of host publicationSCMIS 2010 - Proceedings of 2010 8th International Conference on Supply Chain Management and Information Systems
Subtitle of host publicationLogistics Systems and Engineering
Publication statusPublished - 1 Dec 2010
Event2010 8th International Conference on Supply Chain Management and Information Systems: Logistics Systems and Engineering, SCMIS 2010 - Hong Kong, Hong Kong
Duration: 6 Oct 20108 Oct 2010

Conference

Conference2010 8th International Conference on Supply Chain Management and Information Systems: Logistics Systems and Engineering, SCMIS 2010
Country/TerritoryHong Kong
CityHong Kong
Period6/10/108/10/10

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

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