roles of service quality, perceived price and satisfaction to passenger’s loyalty

Abstract

This study aimed to examine the commercial aviation industry, whether the level of service quality, perceived price and passenger satisfaction have the potential to have a high effect and how these three variables produce passenger loyalty. This study presents a brief review of the current competitive situation that is faced by commercial airlines, findings of previous research on service quality, price and passenger satisfaction. This study also determine strategic steps that can be taken by the Indonesian National Airline, especially in facing business competition, retaining customers and expanding consumer market share. This study is descriptive quantitative research. Data collection was done by distributing questionnaires to 200 respondents, which is then processed using SmartPLS. The results of this study indicate that service quality, customer satisfaction have a positive and significant effect on passenger loyalty, while Perceived price does not have a positive and significant effect on passenger loyalty.

Satisfaction as a Mediation in the Relationship Between Service Quality and Price Perception to Customer Loyalty in Bantul Retail Store

“…These results are supported by research [8]. However, the results of this study are contrary to research [12,13]. The results show that price perceptions have no positive effect on customer loyalty.…”

“…Empirical evidence shows that service quality has a positive effect on customer satisfaction [6][7][8][9] and loyalty [8]. However, several studies have shown the opposite result, that service quality has no effect on customer satisfaction [10,11] and loyalty [12,13]. Previous research still shows the inconsistency of the relationship between price perceptions and satisfaction.…”

“…Several studies have shown that there is a positive effect of perceived price on satisfaction [7-9, 12, 14] and customer loyalty [8]. However, price perceptions also have a negative effect on customer satisfaction [15] and prices have no effect on loyalty [12,15]. Likewise, there is an inconsistency in the results between satisfaction and loyalty.…”

تقييم كفاءة طاقم الطائرة وجودة الخدمة على متن طائرات الشركات الجوية في الشرق الأوسط وشمال أفريقيا باستخدام مقاييس سكاي تراكس

“…Passengers, as the end consumers, seek a flawless and pleasant travel experience (Han& Hwang, 2015). Airlines, on the other hand, recognize the importance of customer satisfaction as a key determinant of brand loyalty and financial success (Ardini et al, 2022). Additionally, regulatory bodies and industry experts are strongly interested in identifying best practices and potential areas for improvement to ensure that safety standards are met while delivering highquality service (International Civil Aviation Organization, 2023).…”

“…It is noteworthy that onboard service quality can be a key determinant of passenger satisfaction. Many scholars have found a positive correlation between passenger satisfaction and loyalty, emphasizing the need for airlines to prioritize factors such as responsiveness, reliability, and comfort to enhance their overall onboard service quality (Ardini et al, 2022;Begzjav, 2018;Dolnicar et al, 2011;Murali et al, 2016;Tahanisaz, 2020).…”