Effect of service quality on the satisfaction of low-cost carrier service users in Indonesia

DOI

10.2991/insyma-19.2019.52How to use a DOI?

Keywords

service quality, customer satisfaction, low cost carriers

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 is 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. The results of this study show that two of the five hypotheses are accepted. Hypothesis 2 and 5, namely flight schedules and online services, has 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.

Copyright

© 2019, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Winny Handayani
AU  - Fitri Novika Widjaja
AU  - Veny Megawati
PY  - 2019/03
DA  - 2019/03
TI  - Effect of service quality on the satisfaction of low-cost carrier service users in Indonesia
BT  - Proceedings of the 16th International Symposium on Management (INSYMA 2019)
PB  - Atlantis Press
SP  - 202
EP  - 205
SN  - 2352-5398
UR  - https://doi.org/10.2991/insyma-19.2019.52
DO  - 10.2991/insyma-19.2019.52
ID  - Handayani2019/03
ER  -