本研究目的為找出低成本航空公司所提供的服務中哪些是受到顧客青睞的，哪些服務是顧客感到滿意或不太滿意的，並嘗試找出哪些服務對於顧客忠誠度是有顯著影響的。 透過問卷設計的方式，我們發現有部分服務是顧客滿意度較低的，分別是員工回應性、餐點費用、娛樂設施費用、選位費用、變更費用與機上免稅品之費用。 本研究對於改善顧客滿意度提出了兩點建議，首先針對員工對於突發事件的回應性，航空公司對於此部分應該進行一個更完善的員工訓練。其次在營運成本符合經濟效益的情況下，考慮是否調整餐點、娛樂設施及機上免稅品之項目及價格，以提升顧客滿意度。

Current study investigates the low-cost carriers (LCC) services from passengers’ perspective of views through questionnaire survey, and extracts out significant factors whether those pro-customer services are highly correlated with the customers’ royalty to LCCs. Summarized from questionnaire responses, the employees’ responses toward customers’ complains, onboard deserts fee, entertainments charge, ticket alternation surcharges, and sale prices for onboard tax-free merchandises, gain the most dissatisfactions than other services. Accordingly, current study suggests that a thorough employee training toward such abnormalities or unreasonable customers’ demands can mitigate and pacify above mentioned unsatisfying emotions. Proper reduction on service fees- such as onboard meals, and drinks etc. can also improve the customers’ satisfying ratings on LCCs.