Study on the Effect of the Management Performance by Service Quality of Domestic of low cost carrier

2017 ◽  
Vol 32 (2) ◽  
pp. 353-369
Author(s):  
Yong-seok Choi ◽  
Chul-won Kim
Keyword(s):  
Service Quality ◽  
Low Cost ◽  
Management Performance ◽  
Low Cost Carrier

scholarly journals Analysis of Passenger Response to Service Quality Terminal 1 Juanda Airport Surabaya

2019 ◽  
Vol 2 (1) ◽  
Author(s):  
Anggun Surya Mutiara Indah ◽  
Muhammad Ikhsan Setiawan
Keyword(s):  
Service Quality ◽  
Quantitative Research ◽  
Service Providers ◽  
Low Cost ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Public Facilities ◽  
Airport Terminal ◽  
Low Cost Carrier

Juanda Airport Surabaya is one of the airports managed by PT Angkasa Pura 1 (Persero). Airline LCC or Low Cost Carrier is an airline that offers low rates to its customers, with the consequence of eliminating or reducing some services or facilities that will be obtained by regular flights. This study aims to analyze the Facilities / Infrastructure, Accessibility & Public Facilities on the quality of service providers, in Terminal 1 of Juanda Airport Surabaya and analyze the LCC ( Low Cost Carrier ) airline in Terminal 1 of Juanda Airport Surabaya. This research includes quantitative research, using questionnaires as a data collector, the sample used is 100 passengers from various airlines in the research location, namely in Terminal 1 Juanda Airport, Surabaya. Data analysis using multiple linear regression analysis and hypothesis testing include t test, f test and multiple determination. Based on the results of the study concluded the quality of passenger services (Facilities/Infrastructure, Accessibility & Comfort and Safety) to the performance of managers, in Terminal 1 Juanda Airport Surabaya is quite good and adequate. This was proven by the answers of 100 respondents who stated that accessibility, facilities and infrastructure and comfort and safety in Juanda Airport Terminal 1 responded well. Based on the results of calculations there is the influence of facilities / infrastructure, accessibility & comfort and safety of service quality.

scholarly journals COULD SATISFACTION ON THE AIRLINE’S SERVICE QUALITY (AIRQUAL) MAKE LION AIR’S CUSTOMERS TRUST AND BECOME LOYAL TO THE AIRLINE COMPANY?

2019 ◽  
Vol 15 (2) ◽  
pp. 101-122
Author(s):  
Devi Angrahini Anni Lembana ◽  
Reina Valucy
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Low Cost ◽  
Equation Model ◽  
Primary Data ◽  
Low Cost Carrier ◽  
Customer Trust ◽  
Airline Tickets ◽  
Airline Company

The Indonesian public interest in using the service flights as their means of transportation is remarkably growing according to Indonesia Investment data in 2017. People tend to use service flights because of Indonesia’s unique geographical nature and airline tickets becomes increasingly affordable as the growth low-cost carrier. The purpose of this research is to investigate the role of customer satisfaction toward the airline’s service quality (AIRQUAL) in effecting trust and loyalty. The study was directly conducted by collecting primary data by randomly distribute 252 questioners to respondents that were boarding gate terminal 1A and 1B at the Soekarno Hatta International Airport. Hypotheses were then statistically tested using structural equation model. The results of this research show that satisfaction can make customer whose satisfied with the quality of the airline service become loyal to Lion Air. On the contrary, satisfaction cannot make the customer trust Lion Air as an airline company, even though they already satisfied with the quality of airline service.

scholarly journals Enhancing Service Quality to Increase Customer Satisfaction: A Phenomenological Method of Low Cost Carrier Airlines Companies in Indonesia

2019 ◽  
Vol 8 (2S9) ◽  
pp. 965-973
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Service Industry ◽  
Low Cost ◽  
Air Transportation ◽  
Phenomenological Method ◽  
Transportation Service ◽  
Low Cost Carrier ◽  
Depth Interviews

The air transportation service industry sector is growing rapidly in Indonesia. Various strategies are done by airlines. However, there are also various problems that impact on the decline in quality of service resulting in the decreased customer satisfaction. The research is carried out to know what the problems and challenges faced on service quality (SERVQUAL) in Low Cost Carrier (LCC) Airlines Companies. In-depth interviews were employed in this study, also the questionnaires to triangulate the instruments. The research proved that the Low Cost Carrier (LCC) Airlines Companies still need a lot of improvements for the sake of comfort and safety

scholarly journals Customer satisfaction low cost carrier: stimulus and its consequences

2018 ◽  
Vol 22 (1) ◽  
Author(s):  
Sri Vandayuli Riorini ◽  
Christina Catur Widayati
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Organizational Performance ◽  
Brand Loyalty ◽  
Low Cost ◽  
Corporate Image ◽  
Equation Modeling ◽  
Price Fairness ◽  
Airline Safety ◽  
Low Cost Carrier

Airline industries are currently faced with challenges to satisfy consumers in order to improve organizational performance. The purpose of this study is to analyze service quality, corporate image, price fairness, and airline safety as a stimulus of customer satisfaction and its impact on brand loyalty. Samples data of 350 Low Cost Carrier/LCC passengers in Indonesia were collected and purposive sampling technique was used to analyze the developed hypothesis. Further data is processed with Structural Equation Modeling technique. The results of the study found that the stimulus of customer satisfaction of LCC is service quality, corporate image, price fairness, and airline safety. Furthermore, customer satisfaction will provide consequences for airline brand loyalty. The study also found that corporate image is the strongest factor affecting customer satisfaction. For further research, it is suggested to add customer value as a stimulus of customer satisfaction.

scholarly journals THE ROLE OF SERVICE QUALITY ON LOYALTY AMONG LOW COST CARRIER CONSUMER

Psibernetika ◽  
2019 ◽  
Vol 12 (1) ◽  
Author(s):  
Dion Nardo Julius ◽  
Devi Jatmika
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Quantitative Research ◽  
Low Cost ◽  
Sampling Technique ◽  
Positive Influence ◽  
Three Dimension ◽  
Purposive Sampling ◽  
Low Cost Carrier ◽  
Airline Company

<div class="WordSection1"><p><strong><em>ABSTRACT. </em></strong><em>As one of the peoples choice for traveling, "X" airline company </em><em>is </em><em>one of low cost carrier in Ind</em><em>o</em><em>nesia is considered to have poor service quality despite controlling nearly 60% of domestic market share. The purpose of this study was to determine whether there is influence of service quality on customer loyalty among "X" airline company. The method used is </em><em>causal comparative </em><em>quantitative research. Data were collected through a questionnaire with a sample size of 250 people aboard with "X" airline company. Purposive sampling technique</em><em> </em><em>was used in this research. The results of this study indicate that there is a positive influence between service quality on customer loyalty with regression value of 0.802 (p = 0.000). Reliability, </em><em>a</em><em>ssurance and empathy </em><em>dimensions are the</em><em> three dimension that have</em><em> </em><em>the most impact on customer loyalty (p&lt;0.</em><em>05).</em><em> </em><em>Based on the results, i</em><em>t is recommended that the "X" airline company continue to strive to improve the quality of services, especially in terms of safety and comfort to create a customer loyalty.</em></p><p><strong><em>Keywords:</em></strong><em> service quality, customer loyalty, low cost carrier, </em><em>passengers</em></p><p> </p><p><strong>ABSTRAK. </strong>Sebagai salah satu pilihan masyarakat untuk berpergian, perusahaan penerbangan “X” adalah salah satu maskapai berbiaya rendah di  Indonesia yang dianggap memiliki kualitas layanan yang buruk meskipun menguasai hampir 60%  pangsa pasar domestik. Tujuan dari penelitian ini adalah untuk mengetahui apakah ada pengaruh kualitas layanan terhadap loyalitas konsumen perusahaan penerbangan “X”. Metode yang digunakan adalah penelitian kuantitatif kausal komparatif. Data dikumpulkan melalui kuesioner kepada sampel berjumlah 250 orang yang pernah menggunakan penerbangan maskapai penerbangan “X”. Teknik sampling <em>purposive sampling</em> digunakan dalam penelitian ii. Hasil penelitian menunjukkan bahwa ada pengaruh positif antara kualitas layanan terhadap loyalitas pelanggan dengan nilai regresi 0.802 (p=0.000). Dimensi reliabilitas, jaminan, dan empati adalah tiga dimensi yang paling berdampak terhadap loyalitas konsumen (p&lt; 0.05).  Berdasarkan hasil, direkomendasikan agar perusahaan penerbangan “X” terus berusaha untuk meningkatkan kualitas layanan, terutama dalam hal keselamatan dan untuk menciptakan loyalitas konsumen.</p><p><strong>Kata kunci:</strong> kualitas layanan, loyalitas konsumen, <em>low cost carrier</em>, penumpang</p></div>

scholarly journals Pengaruh Service Quality Dan Customer Trust Terhadap Kepuasan Konsumen Maskapai Penerbangan Lion Air (Studi Kasus Bandara Internasional Raja Haji Fisabilillah Tanjungpinang)

2021 ◽  
Vol 1 (2) ◽  
pp. 1-10
Author(s):  
Iranita Iranita
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Low Cost ◽  
Sampling Technique ◽  
Microsoft Excel ◽  
Low Cost Carrier ◽  
Independent Variable ◽  
Almost All ◽  
Customer Trust

Consumer satisfaction (Consumer Satisfaction) is a given positive attitude of consumers towards a service provided by a service company. Companies are expected to consider the factors that affect customer satisfaction. Lion Air, which is based on top brand award, is ranked first in the category of aviation services that use the LCC (low cost carrier). The almost all airports increase in passenger numbers in Indonesia, particularly in the international airport Raja Haji Fisabilillah Tanjungpinang. This study aims to examine the effect of service quality and customer trust to satisfaction of the consumer. The sample size is 60 people. This study uses a sampling method is the accidental sampling technique. technical analysis hypothesis testing using the Lisrel 8.5 program and Microsoft Excel version 2013. From this test later it can be seen how much the contribution of the independent variable (Service Quality, customer trust to the dependent variable (Lion Air Airlines customer satisfaction). The results showed that both directly and indirectly service quality and customer trust affect the satisfaction of customers of Lion Air

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