CUSTOMER SATISFACTION WITH SERVICES OF LOW-COST CARRIERS AT PULA AND ZADAR AIRPORTS

Abstract

Air transport is the newest form of traffic branch and, in today’s modern conditions, it advances very quickly. Basically, air transport provides passenger transportation, especially to far-away destinations, because of its greatest advantage speed of travel. Due to globalization, the air transport market is characterized by strong competition, and the liberalization of the Croatian air transport industry has contributed to the increased utilization of international passenger transport. Precisely as a result of the aforementioned influences, air transport requirements in Croatia are experiencing higher growth. The dependence on air transport and tourism is increasingly necessary and of great economic importance. With the emergence of low-fare airlines on the Croatian market, passengers have more choices and opportunities than ever before. With their presence on the market, low-cost carriers have greatly influenced the air transport market and contributed to the growth of passenger traffic. This paper aims to explore passengers’ satisfaction with low-cost carriers. The results of primary research show that passengers who travel with low-cost carriers place high importance on pricing, ticket availability and destination availability, and are satisfied with the service they receive in comparison to the ticket price. Passengers place importance on how quickly they can buy tickets online and the availability of various payment options.