Comparing the effects of service quality and value-for-money on customer satisfaction, airline image and behavioural intention between full-service and low-cost airlines: evidence from Indonesia

Kusumawardani, Ayu Muthia; Aruan, Daniel Tumpal Hamonangan

doi:10.1504/ijtp.2019.10021710

Cited by 2 publications

(2 citation statements)

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“…The value is measured by comparing the perceived utility relative to the purchase price (Murphy et al, 2000). Aruan and Kusumawardani (2019) also studied the effects of value-for-money and service quality on customer satisfaction, airline image and behavioral intentions of full-service and low-cost airline passengers. In order to attain competitive advantage and economic supremacy in providing value to passengers in today's ultra-competitive airline industry marketplaces, the most successful airlines strive to create a perfect balance between high quality and affordable pricing in delivering value for money to their customers (Messner, 2017).…”

Section: Bij 312mentioning

confidence: 99%

Evaluation of passengers' expectations and satisfaction in the airline industry: an empirical performance analysis of online reviews

Dike

Davis

Abrahams

et al. 2023

BIJ

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PurposeVariations in customer expectations pose a challenge to service quality improvement in the airline industry. Understanding airline customers' expectations and satisfaction help service providers improve their offerings. The extant literature examines airline passengers' expectations in isolation, neglecting the overall impact of online reviews on service quality improvement. This paper systematically evaluates the airline industry's passengers' expectations and satisfaction using expectation confirmation theory (ECT) and the SERVQUAL framework. The paper analyzes online reviews to examine the relationship between airline service quality attributes and passengers' satisfaction.Design/methodology/approachThe SERVQUAL framework was employed to examine the effects of customer culture, the reason for traveling, and seat type on customer's expectations and satisfaction across a large sample of airline customers.FindingsA total of 17,726 observations were gathered from the Skytrax review website. The lowest satisfaction ratings were from passengers from the USA, Canada and India. Factors that affect perceived service performance include customer service, delays and baggage management. Empathy and reliability have the biggest impact on the perceived satisfaction of passengers.Research limitations/implicationsThis research increases understanding of the consumer expectations through analysis of passengers' online reviews. Results are limited to a small sample of airline industries.Practical implicationsThis study provides airlines with valuable information to improve customer service by analyzing online reviews.Social implicationsThis study provides the opportunity for airline customers to gain better services when airline companies utilize the findings.Originality/valueThis paper offers insights into passengers' expectations and their perceived value for money in relation to seat types. Previous studies have not investigated value for money as a construct for passengers' expectations and satisfaction relative to service quality dimensions. This paper addresses this need.

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Section: Bij 312mentioning

confidence: 99%

Evaluation of passengers' expectations and satisfaction in the airline industry: an empirical performance analysis of online reviews

Dike

Davis

Abrahams

et al. 2023

BIJ

View full text Add to dashboard Cite

show abstract

“…Value for money will provide benefits to the business in the long run, so that it will create and serve customer satisfaction for the commensurateness of the money spent for the Putra, W. P., Hendayani, R., Hidayah, R. T. (2023) Ipma's Analysis on Factors Affecting Indrive Indonesia's Customer Loyalty perceived benefits (Haverila & Twyford, 2021). Another opinion according to Rajaguru (2016) in Aruan & Kusumawardani (2019) states that value for money is the antecedent of consumers to satisfaction based on consumer experience of using products and or services that are felt or obtained from the value of sacrifices that have been made and have succeeded in fulfilling consumer satisfaction, in other words the efforts expended by consumers in the form of money are commensurate with the services provided felt.…”

Section: Value For Moneymentioning

confidence: 99%

Ipma's Analysis on Factors Affecting Indrive Indonesia's Customer Loyalty

Putra,

Hendayani,

Hidayah

2023

J. Professional Business Review

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Purpose: The purpose of this study was to identify the factors that influence customer loyalty to indrive application users in the city of Bandung, Indonesia using IPMA analysis on SmartPLS Theoretical framework: This research is a development of theoretical aspects of the online transportation industry in Indonesia which consists of app design and trust variables as moderator variables between e-service quality and customer satisfaction. Then there is price, value for money and perceived quality which affect customer satisfaction, and customer satisfaction will affect customer loyalty. Design/methodology/approach: This study uses a quantitative method with data sources derived from surveys through the distribution of online questionnaires to 160 inDrive application users. The data analysis technique used is SEM-PLS and IPMA Analysis using SmartPLS software. Findings: Customer satisfaction is the variable that most influences customer loyalty of inDrive application users in Bandung based on IPMA Analysis, because it has the highest performance value when compared to other variables Research, Practical & Social implications: InDrive management must pay attention to customer satisfaction for each inDrive application user in the city of Bandung in order to achieve, maintain the consistency and sustainability of the inDrive company in the city of Bandung to maintain customer loyalty. Originality/value: The study is the first study conducted to analyze the factors that influence customer loyalty in indrive application users in the Bandung City, Indonesia, so that it can be a reference and additional reference on academic knowledge and managerial aspects.

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Comparing the effects of service quality and value-for-money on customer satisfaction, airline image and behavioural intention between full-service and low-cost airlines: evidence from Indonesia

Cited by 2 publications

References 0 publications

Evaluation of passengers' expectations and satisfaction in the airline industry: an empirical performance analysis of online reviews

Evaluation of passengers' expectations and satisfaction in the airline industry: an empirical performance analysis of online reviews

Ipma's Analysis on Factors Affecting Indrive Indonesia's Customer Loyalty

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