earticle

영어

This study is regarding low-cost airlines service failure and complaints and classifies different type of the service dissatisfaction of low-cost airlines customers. We investigated the factors of complaints which follow dissatisfaction, the type of complaints and compensation that customers expect through the complaints in detail. As a result, the dissatisfaction related to reservation and change service are the internet and mobile ticket booking payment errors and the insufficiency of the notice system which provides the nature of the ticket, refund and change regulations. It was the most distinctive service failure points different with an existing full-service airlines. Low-cost airlines should understand the reason of complaints and try to solve this for customer care. This study helps make an effective response to customer complaints and provides the basic research to establish the differentiated competitive advantage services.