Could Satisfaction on the Airline’s Service Quality (Airqual) Make Lion Air’s Customers Trust and Become Loyal to the Airline Company?

Lembana, Devi Angrahini Anni; Valucy, Reina

doi:10.25170/jm.v15i2.470

Cited by 3 publications

(9 citation statements)

References 22 publications

(24 reference statements)

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“…Passenger satisfaction was also the mediation of the influence between the service quality to customer loyalty, customers whose customer loyalty had passenger satisfaction with the quality provided by Lion Air airline. This research was also supported by (Lembana & Valucy, 2019), who got results where research showed that Satisfaction made passengers who were satisfied with the quality of airline service loyal to Lion Air in addition to the results of research conducted by Namusaka (2013) obtaining results where passenger satisfaction as a mediation variable also significantly affected customer loyalty.…”

Section: H7: Service Quality Has a Positive Influence On Customer Loyalty Mediated By Passenger Satisfactionsupporting

confidence: 56%

Customer Loyalty and Passenger Satisfaction on Lion Air’s Low Cost Carrier

Novianty

Simamarta

Kurnia

et al. 2021

JBSMR

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This study aims to determine the effect of ticket price and service quality on customer loyalty through passenger satisfaction as an intervening variable on the Low Cost Carrier (LCC ) of Lion Air airlines. Low Cost Carrier airlines which have relatively cheap ticket price, but due to the economic crisis in Indonesia, these air transportation services are relatively expensive compared to the previous year, which according to the Indonesian National Air Carrier Association, the increase reached almost 40-120% for each airline, because the increase that occurred made LCC airlines, especially Lion Air, experience a very drastic decrease in passengers by 35% in 2019, apart from ticket price increases, the quality of service provided by lion air airlines is also still not good so that passengers are not satisfied with Lion Air airlines. This research was conducted at Soekarno Hatta International Airport. The study was conducted using quantitative methods, with a sample of 100 respondents and data were taken using a questionnaire and processed using smart-PLS 3. The results of this study are from 7 proposed hypotheses, 6 of which are accepted and 1 of the hypothesis is rejected, for the rejected hypothesis is the effect of ticket price on the loyalty of Lion Air airline passengers.

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Section: H7: Service Quality Has a Positive Influence On Customer Loyalty Mediated By Passenger Satisfactionsupporting

confidence: 56%

Customer Loyalty and Passenger Satisfaction on Lion Air’s Low Cost Carrier

Novianty

Simamarta

Kurnia

et al. 2021

JBSMR

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“…Today's aviation business is intensely competitive (Chonsalasin, Jomnonkwao, & Ratanavaraha, 2020;Wang & Chaipoopirutana, 2015). Several previous studies have focused on the greater competitiveness of low-cost airlines (Chayomchai, et al, 2021; Gures, Inan, & Arslan, 2018; Lee, et al, 2018;Lembana & Valucy, 2018; Yunus, Bojei, & Rashid, 2013). However, competitive advantage can be gained from other factors such as passenger attitude factor (like consumer satisfaction or passenger loyalty) or airline crew factor.…”

Section: Introductionmentioning

confidence: 99%

Customer Loyalty in Airline Industry: A Literature Review

Chanarpas¹

2022

ijcsrr

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The aviation industry is one of the fastest-growing and highly competitive industries. Managing an airline’s passenger loyalty is essential to a competitive business and airline success. The researcher is interested in studying the key factors that affect airline passenger loyalty, which will lead to the strategic planning of airlines in the future. Therefore, the researcher chose to review the literature and previous research in the study to summarize the key factors affecting the loyalty and development of the research model. The study found that seven factors, directly and indirectly, affect airline passenger loyalty: perceived value, perceived service quality, complaint handling, satisfaction, trust, airline image, and commitment. Therefore, airline executives at all levels should focus on managing these seven factors to ensure passenger loyalty and ultimately lead to the success of their airline business.

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“…Not only that, Lion Air is on the top place of the complaint category list in 2014 (Lembana & Valucy, 2018). Lion Air is known as the most often flight delayed and has the unsatisfying services (Praditya & Astuti, 2018).…”

Section: Introductionmentioning

confidence: 99%

“…As one of the well-known airline companies in Indonesia, Lion Air has many competitors (Lembana & Valucy, 2018). Thus, understanding the factors of customer repurchase intention is necessary to survive and grow in the middle of competitive service sector is important (Saleem, Zahra, & Yaseen, 2017).…”

Section: Introductionmentioning

confidence: 99%

“…Thus, understanding the factors of customer repurchase intention is necessary to survive and grow in the middle of competitive service sector is important (Saleem, Zahra, & Yaseen, 2017). As an airline company, trust to the company is an important factor (Lembana & Valucy, 2018). Furthermore, in order to develop trust and maintain the customers to always use the services, Lion Air need to have a competitive advantage compared to the competitors.…”

Section: Introductionmentioning

confidence: 99%

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Examining the Factors Influencing Repurchase Intention in Using Lion Air

Nugraha

Ramadhanti

2021

FIRM

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The purpose of this study is to determine whether service quality, brand image, brand trust, and flight experience have influence towards repurchase intention in using Lion Air. This study is using quantitative method with 7 Likert-scale, from strongly disagree to strongly agree. The statements are adopted from various prior research. The data was distributed by online and directly to the person. The total sample used in this study is 347 respondents who ever flied with Lion Air at least twice from January 2019 to October 2019. The data was tested by using statistical software for validity and reliability and using Structural Equation Model for model fit and hypothesis testing. The findings indicate the factors that influencing customers repurchase intention in using Lion Air. Out of 6 hypotheses there are 4 hypotheses that are has a significant relationship which are service quality towards brand image, service quality towards brand trust, brand image towards brand trust, and brand trust towards repurchase intention. Meanwhile, the rest 2 hypotheses are found to be not significant, which are flight experience towards brand trust and brand image towards repurchase intention. There are many factors why it is rejected, such as price, needs, influence from others, the choice of routes, and frequent flight frequencies. This study is the first study that combine flight experience factor in determining customer repurchase intention in using Lion Air.

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Could Satisfaction on the Airline’s Service Quality (Airqual) Make Lion Air’s Customers Trust and Become Loyal to the Airline Company?

Cited by 3 publications

References 22 publications

Customer Loyalty and Passenger Satisfaction on Lion Air’s Low Cost Carrier

Customer Loyalty and Passenger Satisfaction on Lion Air’s Low Cost Carrier

Customer Loyalty in Airline Industry: A Literature Review

Examining the Factors Influencing Repurchase Intention in Using Lion Air

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