Özet:

This study illustrates the comparison of Service Quality and Price of Airline in Thailand that affect the decision of passenger to choose an airline. To better understand the customer insights, this study aims firstly to analyze the key factors affecting passengers’ decision to select an airline, secondly, to explore the customer satisfaction level towards the service quality of premium airline compared to a low-cost airline and eventually, to examine the most important factor affecting customer decisions when choosing an airline. The results revealed that the premium airline passengers were most satisfied with quality and taste of food and beverages. The findings of this study will be useful for the elementary school student to better understand what is the factor that significant relevant for improving airlines to achieve the highest customer satisfaction level and sustainably compete with other airlines in this challenging time.

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