Intention to Return Factors Using Low-Cost Airlines: A Case Study from Thailand

Apart from the price mechanism attracts low-cost airlines’ passengers. The service quality is crucial that should not to overlooked. This study aims to assess the service quality dimensions that influence behavior intention to return using low-cost airlines. The sample groups were 1200 Thai passengers who flown with low-cost carriers to and from Don Mueang International Airport (DMK). The questionnaires that created from the incorporation of SERVQUAL and AIRQUAL model were used as a tool for data collection. The descriptive, factor analysis, and structural equation modelling were administered to analyze data. The result shown that Thai passengers choosing low-cost carriers based on tangibles, empathy, and assurance.