| Summary: | 碩士 === 國立臺北科技大學 === 管理學院經營管理EMBA專班 === 103 === Aviation industry has experienced 911, SARS event and petroleum price upsurge in the 21th century, airlines operating profits continued to decline. Increasing demand for aviation market and fierce competition among airlines, and low cost carriers have been set up and attempt to replace the traditional airlines by low fare and simple service. Since 1971, the business model of low cost carriers have been built successfully in America, then Asia area also followed in this century.
Most of previous research on low-cost airlines are based on service quality and customer satisfaction, fewer study discuss about the services value, customer perceived value that delivered by low-cost airlines, and customer complaints topics. Therefore, this study was to serve the service value as the core, to investigate the customer perceived value and customer complaints of low-cost airlines by depth interview.
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