A Customer Satisfaction Study in an Airline Company Centered in Turkey

Airlines business is a competitive industry, which pushes the airline company to make changes in its strategy to retain current customers or to get more customers. Garuda Indonesia as the flag carrier is also a Full-Service Carrier that operates among other Low-Cost Carrier in Indonesia. To win the competition with these Low-Cost Carriers, Garuda Indonesia has to make strategies in Digital Innovation, Perceived Value, and Loyalty Program. This study aims to analyze the effect of Digital Innovation, Perceived Value, and Loyalty Programs on customer satisfaction and trust that will impact on customer loyalty at PT Garuda Indonesia. Data is taken from the questionnaire answers of the respondents. The respondents are Garuda Indonesia passengers who fly international and domestic route and also a member of GarudaMiles (Loyalty Program of Garuda Indonesia). The results show Digital Innovation and Perceived Value have a significant impact on customer satisfaction and trust. While Loyalty Program has no significant impact on customer satisfaction and trust. The results of the study also show that customer satisfaction and trust had a significant impact on customer loyalty.

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ONLINE TICKETING AND CUSTOMER SATISFACTION ANALYSIS: AN EXPLORATORY RESEARCH CONCERNING CUSTOMERS IN THE CONTEXT OF BURKINA FASO.

International Journal of Management & Entrepreneurship Research ◽

10.51594/ijmer.v1i4.25 ◽

2020 ◽

Vol 1 (4) ◽

pp. 151-165

Author(s):

Nathalie Kiswendsida Zongo ◽

THEOPHILE BINDEOUE NASSE

Keyword(s):

Customer Satisfaction ◽

Customer Service ◽

Airline Industry ◽

World Economy ◽

Ease Of Use ◽

Website Design ◽

Exploratory Research ◽

Buying Behavior ◽

Airline Passengers ◽

Airline Company

Most studies on revenue or yield management have focused on its benefits to airline companies (Anderson & Wilson, 2003; Jerath, Netessine & Veeraraghavan, 2010). Then, the buying behavior of airline passengers has been studied by Diggines (2010), Gupta, Su and Walter (2004) and Yu (2008). General customer search theory has explored the strategies that customers use to make a purchase decision (Stigler, 1961; Koch & Cebula, 2002; Öörni, 2003; Armstrong, Vickers & Zhou 2009). The airline industry has known some difficulties as the overall world economy. Therefore, the challenge of each airline company is to cut costs while increasing profitability and achieving a satisfactory customer service. For this research, the approach is a quantitative one; a stratified random sampling is used and 131 completed questionnaires are collected for the subsequent analysis. The statistical software sphinx IQ is used to analyze the data. Four (4) dimensions of e-service quality are identified, i.e. website ease of use, website design, website reliability and responsiveness. The results show that these four (4) dimensions have an effect on customer satisfaction.

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A New Model for Integrating Phases of Decision-Making and Knowledge Base for Improving Customer Satisfaction

Journal of Information & Knowledge Management ◽

10.1142/s0219649217500253 ◽

2017 ◽

Vol 16 (03) ◽

pp. 1750025 ◽

Cited By ~ 1

Author(s):

Wa'el Hadi

Keyword(s):

Decision Making ◽

Data Collection ◽

Customer Satisfaction ◽

Knowledge Base ◽

Positive Interaction ◽

Study Find ◽

Key Factor ◽

Sample Set ◽

Airline Company ◽

Satisfaction Model

Knowledge base is becoming a key factor within organisations, since it can maximise the probability and impact of customer satisfaction in, for example, an airline company. Therefore, phases of decision-making and knowledge base are widely used in airline companies to improve the degree of customer satisfaction. The objective of this paper is to develop a customer satisfaction model by integrating the phases of decision-making and knowledge base of Royal Jordanian Airlines. The data collection for this study is achieved quantitatively through a survey based on a sample set of 130. All individuals in the sample are employed by Royal Jordanian Airlines and are targeted with questionnaires, while the smart partial least squares (PLSs) technique is employed to analytically test each hypothesis. The results of the study find a positive interaction between the decision-making phases of intelligence and design in enhancing customer satisfaction, which is fully mediated by knowledge base. In addition, the results find a positive interaction between the decision-making phases of choice and implementation in enhancing customer satisfaction, which is partially mediated by knowledge base.

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