Handayani, Winny and Widjaja, Fitri Novika and Megawati, Veny (2019) Effect of Service Quality on The Satisfaction of Low-Cost Carrier Service Users in Indonesia. In: Proceedings 16th International Symposium on Management (INSYMA 2019). Advances in Social Science, Education and Humanities Research, 308 . Atlantis Press, pp. 202-205. ISBN 978-94-6252-694-5
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Abstract
This study aims to reveal the effect of service quality on the satisfaction of Low-Cost Carrier (LCC) service users in Indonesia. The purpose of this study was to determine the effect of service quality through tangible features, flight schedules, service provided by ground staffs, service provided by flight attendants, and online services on LCC service users. This study is causal research and was conducted using 150 respondents who are Air Asia, Citilink, and Lion Air flight service users. Multiple regression methods using SPSS 20 software for Windows was used for this study. Based on the results of this study, it was found that two of the five hypotheses were accepted. It was found that hypotheses 2 and 5, namely flight schedules and online services, had a significant effect on customer satisfaction because the significance value is less than 0.05. Meanwhile, tangible features, services provided by ground staffs, and flight attendants do not have a significant effect on customer satisfaction.
| Item Type: | Book Section |
|---|---|
| Uncontrolled Keywords: | Service Quality, Customer Satisfaction, Low Cost Carriers |
| Subjects: | H Social Sciences > HE Transportation and Communications |
| Divisions: | Faculty of Business and Economic > Department of Management |
| Depositing User: | Fitri Novika Widjaja 3194 |
| Date Deposited: | 18 Dec 2019 07:17 |
| Last Modified: | 24 Mar 2021 16:16 |
| URI: | http://repository.ubaya.ac.id/id/eprint/36915 |
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