• ISSN: 2301-3567 (Print), 2972-3981 (Online)
    • Abbreviated Title: J. Econ. Bus. Manag.
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    • DOI: 10.18178/JOEBM
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HOME > Archive > 2025 > Volume 13 Number 1 (2025) >
JOEBM 2025 Vol.13(1): 126-130
DOI: 10.18178/joebm.2025.13.1.855

Analysis of Customer Satisfaction between Airlines Classified as Low-Cost Carriers (LCC) and Full-Service Carriers (FSC)–A Perspective from Macau Clients

Chi Hou Chiang*, Lobo Marques, and João Alexandre
Faculty of Business and Law, University of Saint Joseph, Macau, China
Email: chiang.chi.hou@usj.edu.mo (C.H.C.); alexandre.lobo@usj.edu.mo (J.A.)
*Corresponding author

Manuscript received June 22, 2024; revised August 8, 2024; accepted November 13, 2024; published March 10, 2025.

Abstract—The global aviation industry has a high-competition market. In recent years, the aviation industry has focused on providing customers with goods and services; service quality and customer satisfaction are vital and will influence customer repurchasing. Two significant strategic positions dominate the market: Full-Service Carrier (FSC) is a traditional air carrier that offers in-flight entertainment, which is included in the ticket price. Low-Cost Carriers (LCC) are used to minimize flight ticket prices by reducing operating costs and providing less in-flight entertainment for passengers. Nevertheless, no work has yet been published determining if airline clients from Macau are more inclined to full-service or low-cost carriers. The main objective of this work is to investigate and analyze the most relevant factors in service quality for airline clients from Macau and, secondly, evaluate specificities of flight services in three stages: pre-flight, in-flight, and post-flight services. The third aspect is passenger preference analysis. The proposed methodology is based on a quantitative approach with a survey designed to determine the main concerns of Macau Airlines customers. Primary data was collected from 105 valid responses from Macau residents or expatriate workers living in Macau. A bias ratio formula is considered to extract information from the data. The findings indicate that consumers are more satisfied with full-service carriers’ goods and services than low-cost carriers and prove that service quality influences customer loyalty and satisfaction. Future works should deepen their understanding of strategic planning to use this preference for full-service carriers’ growth.

Keywords—customer satisfaction, customer loyalty, Full-Service Carrier (FSC), Low-Cost Carrier (LCC), bias ratio formula, Macau

Cite: Chi Hou Chiang, Lobo Marques, and João Alexandre, "Analysis of Customer Satisfaction between Airlines Classified as Low-Cost Carriers (LCC) and Full-Service Carriers (FSC)–A Perspective from Macau Clients," Journal of Economics, Business and Management, vol. 13, no. 1, pp. 126-130, 2025.

Copyright © 2025 by the authors. This is an open access article distributed under the Creative Commons Attribution License which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited (CC BY 4.0).

 

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