A Deeper Look at Air-travel Experience between LCCs and FSCs: The effect of in-flight servicescape on emotions and service values

Abstract

This study investigates the cause and effect of passengers’ flying experience More specifically the model uses the inflight servicescape characteristics of both full-service carrier (FSC) and low cost carrier (LCC) to examine its’ effects on passengers’ emotional factors i e pleasure and arousal as well as the binary perceived values including hedonic value and utilitarian value A self-administrated questionnaire was designed as the survey instrument to collect data for this study The surveys were distributed at the arrival hall of Taoyuan International Airport and Kaohsiung International Airport 356 usable respondents were obtained within three-week period in February 2016 The analyzed results show that servicescape variables are the strong predictors of passengers’ perception of pleasure and hedonic value and the perception of values may vary in accordance with airline type The outcome also shows that female passengers tend to have higher perception of pleasure Managerial implications and suggestions for both airline operator and future research are discussed and provided

Date of Award	2017 Feb 3
Original language	English
Supervisor	Ching-Fu Chen (Supervisor)