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 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

scholarly journals Pengaruh Service Quality, Customer Satisfaction, dan Brand Trust di Mediasi Oleh Customer Commitment Terhadap Customer Loyalty Penumpang Maskapai Low Cost Carrier Di Bali

2018 ◽  
Vol 1 (2) ◽  
Author(s):  
Dewa ayu Alit Lakhsmidevy
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Low Cost ◽  
Operating Cost ◽  
Brand Trust ◽  
Customer Commitment ◽  
Low Cost Carriers ◽  
Low Cost Carrier ◽  
Total Indirect Effect

Kebutuhan masyarakat Indonesia atas layanan transportasi terus meningkat sesuai dengan meningkatnya pembangunan nasional. Jenis layanan transportasi udara juga terus berkembang, salah satu adalah dengan beroperasinya model penerbangan unik yaitu melalui strategi penurunan operating cost di semua lini yang mengakibatkan harga tiket dapat ditekan. Model penerbangan ini disebut low cost carrier (LCC). Kepuasan konsumen terhadap pelayanan yang diberikan oleh maskapai penerbangan di Indonesia sangat berpengaruh terhadap seberapa besar tingkat kualitas pelayanan dari sebuah maskapai penerbangan. Berbagai pelayanan yang mempengaruhi, kepuasan konsumen adalah keramahan seluruh awak kabin, fasilitas fisik yang ada, tarif penerbangan, ketepatan waktu keberangkatan kemudahan akses dan juga keselamatan penerbangan. Berdasarkan jajak pendapat dari 2.674 orang responden mengenai apa yang diinginkan dari sebuah maskapai penerbangan didapatkan hasil sebanyak 9,6% menginginkan pelayanan ramah dari awak kabin, 16,9% penerbangan yang tepat waktu, armada yang baru 18,3%, 55,2% tarif yang murah (Indopos. 2015). Maskapai penerbangan di Indonesia sering mengalami keterlambatan waktu pada saat akan terbang atau dengan kata lain sering mengalami delay. Salah satu maskapai penerbangan di Indonesia yang sering mengalami keterlambatan dalam pemberangkatan pesawat adalah penerbangan low cost carriers. Secara garis besar tujuan penelitian ini adalah : menguji pengaruh service quality, customer satisfaction, brand trust terhadap costumer commitment serta dampaknya kepada customer loyalty pada penerbangan domestik maskapai low cost carrier di Bandara Internasional Ngurah Rai, Bali. Dengan unit observasi sebanyak 250 responden yang terdiri dari beberapa kriteria responden. Metode penelitian adalah explanatory survey. Hasil pengujian menunjukkan total indirect effect paling tinggi adalah pengaruh service quality terhadap customer loyalty dengan nilai t value sebesar 4,074, selanjutnya service quality terhadap customer commitment dengan nilai t value sebesar 3,243 di ikuti dengan sisa variabel lainnya. Hasil ini menunjukkan bahwa service quality merupakan variabel yang mendominasi pada hasil penelitian yang dilakukan. Semakin baik service quality yang diberikan maskapai kepada penumpang maka akan meninggkatkan komitmen penumpang dan selanjutnya akan menggiring penumapng untuk semakin loyal kepada maskapai.

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 Kerangka Konseptual Kepuasan Pelanggan terhadap Jasa Transportasi Online Go Ride menggunakan Service Quality

2019 ◽  
Vol 4 (2) ◽  
Author(s):  
Hawwin Mardhiana
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Conceptual Framework ◽  
Customer Loyalty ◽  
Quality Of Services ◽  
Transportation Services ◽  
Loyalty Intention ◽  
Transportation Service ◽  
Customer Services

Customer satisfaction in organizations is one of the critical succes factors for developing organizations.  To improve the quality of services, an organization must know customer satisfaction with the services provided by the organization. This study aims to present a conceptual framework that is used to analyze factors that affect service quality, customer loyalty and intention to repurchase or reuse online transportation services, Go-Ride. A conceptual framework proposed to measure Go-Ride customer satisfaction and its impact on customer loyalty and intention to repurchase. Starting from analyzing what is expected and what is felt by customer when the customer use these services with Servqual Method. This conceptual framework allows stakeholders in online transportation Go-Ride to understand customer and measure the quality of services. Conceptual Framework also can be used to set strategy and decision making improve the quality of customer services. In this study the transportation service provider can also divide customers into various categories, so the organization know how to position itself in the future that can be compared to quality of service with the competitors.Keywords : Go-Ride, Servqual, Customer Satisfaction, Servqual, Customer Loyalty, Intention to repurchase

scholarly journals Improving Quality Using The Kano Model in Overcoming Competition in The Service Industry

2021 ◽  
Vol 1 (4) ◽  
pp. 13-18
Author(s):  
Meri Andriani ◽  
Heri Irawan ◽  
Nanda Rizqa Asyura
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Service Industry ◽  
Statistical Tests ◽  
Kano Model ◽  
One Dimensional ◽  
Service Support ◽  
Customer Dissatisfaction ◽  
Improve Service Quality

The tight competition in the service industry, especially hospitality, has caused hoteliers to strive to improve service quality. Improving the quality of service is carried out in various ways, one of which is increasing the occupancy rate of hotel rooms. This is different from Hotel X. Hotel X is an old hotel located in Langsa which has experienced a decrease in room occupancy from time to time. The decrease was caused by the service from hotel X that was still not satisfactory to customers. The purpose of this study is to identify customer dissatisfaction with the quality of hotel services and provide design proposals to improve service quality. The method used in this study is the Kano model, which is the model used to identify customer satisfaction, through questionnaires given to customers, statistical tests are used to conduct adequacy tests and data uniformity tests for questionnaire data obtained. Excel and SPSS software are used in statistical tests, Minitab 16 software is used in making coefficient diagrams of customer satisfaction levels. Results and Discussion obtained 21 attributes in the must be a category, 8 attributes in the one-dimensional category, 2 in the attractive category, and 2 in the indifferent category, the attributes which are categorized as one dimensional, attractive, and must be are attributes that are prioritized to improve service quality. In conclusion, 31 attributes are included in customer dissatisfaction with hotel X, one of which is the physical condition of the building with a dissatisfaction value of -3,080. There are 18 attributes as proposed designs in improving service quality, five of which are adding and completing service-related equipment, infrastructure improvement, improvement and development of standard operating procedures (SOP), periodic maintenance and replacement of service support equipment, procurement of housekeeping equipment, cleaning of facilities. and infrastructure, installation of signs, warnings, and information.

scholarly journals Customer Satisfaction on Service Quality of Bus Transport: A Survey of Passengers from Phnom Penh to Poipet in Cambodia

2018 ◽  
Vol 5 (2) ◽  
pp. 114 ◽  
Author(s):  
Sokchan Ok ◽  
Thammanoon Hengsadeekul
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Service Industry ◽  
Satisfaction Level ◽  
Transport Service ◽  
Private Companies ◽  
Phnom Penh ◽  
Factors Affecting ◽  
Bus Transport

This study is designed to evaluate the main factors affecting the bus service quality and customer satisfaction in bus services to travel from Phnom Penh to Poipet which are providing by private companies. It examines and explores the consumer expectation on service quality of bus transport through the SERVQUAL’s 5 dimensions such as tangible, reliability, assurance, empathy, and responsiveness. This research study is intended to collect data from participants to investigate the relationship among five components of service quality and customer satisfaction. The independent variable used throughout this study is overall satisfaction with bus transport service. Independent variables are specific service quality attributes which consist of service given, access, availability, time and environment. From the finding, on interesting finding was that in the question of customer’s reason to use the BTS of private companies in Cambodia, in which “suitable traveling” ranked last among other factor (location convenience, appreciate price, no choice, good service). Also, more than half of the respondents stated they maybe use the BTS again in the future, because there is no choice for them. Therefore, it can be clearly seen that this research was focusing at right point. Despite the fact that half of the respondents rated their satisfaction level of the “poor” level, and nearly half of the respondents rated their satisfaction level in “average” level. Nevertheless, not so many customers preferred to use the BTS because of its service convenience. Service quality is an important consideration in a successful service business. By the time, this research was conducted, the highly competitive market conditions in Cambodia’s bus transport service industry had forced service operators to deliver high-quality service to customers. In order to provide that, the service operators should first focus on understanding customers’ needs and their expectations before implementing the suitable service strategy to meet the customers’ needs.

Sign in / Sign up

Export Citation Format

Share Document