Abstract
Service quality is identified as a crucial factor in differentiating service and gaining competitive advantage in the service industry. This study seeks to understand the significant attributes of low-cost airlines' (LCAs) service quality through measuring the differences between passengers' expectations and perceptions. Using a modified SERVQUAL questionnaire, differences between passengers' expectations and perceptions regarding LCAs' service quality appeared to exist. It was also found that the responsiveness dimension is the most important dimension of LCAs' service quality. Attitudes toward baggage-overweight fees was considered very significant as it received the largest gap in the passengers' relative expectations and perceptions.
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