Determinants affecting trust, satisfaction, and loyalty: A case study of low-cost airlines in Indonesia
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Author(s)Raihanah DaulayLink to ORCID Index: https://orcid.org/0000-0003-2351-6010
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Roswita HafniLink to ORCID Index: https://orcid.org/0000-0002-2590-2436
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Satria Mirsya Affandy Nasution
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JufrizenLink to ORCID Index: https://orcid.org/0000-0002-4837-7451
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Muhammad Irfan NasutionLink to ORCID Index: https://orcid.org/0000-0001-7021-0925
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DOIhttp://dx.doi.org/10.21511/im.20(1).2024.09
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Article InfoVolume 20 2024, Issue #1, pp. 101-112
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103 Downloads
This work is licensed under a
Creative Commons Attribution 4.0 International License
A low-cost carrier is an airline that offers lower rates but at a lesser cost, sacrificing some convenience. This study aims to determine the effect of service quality and brand image on trust, satisfaction, and passenger loyalty to low-cost airlines in Indonesia. Primary data were collected through Google Forms and submitted via WhatsApp with the criteria of having previously used the services of Indonesian low-cost airlines. Of the 300 respondents who received the questionnaire, only 242 filled it out accurately. The data were analyzed with the help of the SmartPLS program and structural equation modeling. The findings show that service quality and brand image positively and significantly affect passenger trust, satisfaction, and loyalty (p < 0.05). Trust positively and significantly affects satisfaction (p < 0.05). Trust and satisfaction positively and significantly affect loyalty (p < 0.05). Service quality and brand image affect satisfaction through trust (p < 0.05). Service quality and brand image affect loyalty through satisfaction (p < 0.05), and trust affects loyalty through satisfaction (p < 0.05).
Acknowledgments
The research funding for this study was provided by the Ministry of Education, Culture, Research and Technology of the Republic of Indonesia under the Basic Research for Higher Education Excellence (PDUPT) category in 2022. Additionally, gratitude is extended to the various levels of leadership at Universitas Muhammadiyah Sumatera Utara, including the leadership of the Faculty of Economics and Business and the personnel of the Institute for Research and Community Service (LPPM) at Universitas Muhammadiyah Sumatera Utara.
- Keywords
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JEL Classification (Paper profile tab)M31, M39, L93
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References57
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Tables4
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Figures1
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- Figure 1. Research framework
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- Table 1. Composite reliability
- Table 2. Average variance extracted
- Table 3. Discriminant validity
- Table 4. Direct and indirect effects
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Factors affecting service quality at Vietnamese retail banks
Tran Phi Hoang
doi: http://dx.doi.org/10.21511/bbs.13(2).2018.04
Banks and Bank Systems Volume 13, 2018 Issue #2 pp. 39-48 Views: 6409 Downloads: 1352 TO CITE АНОТАЦІЯSustainable growth and development can be the most important lesson that banks have learned in recent decades. Banks would gain many benefits, win the competition and develop sustainably if there have been more and more loyal customers. Customer satisfaction will help build customer loyalty. In order to have loyal customers, service quality must be good. Quality customer service of the bank is to ensure customer satisfaction and take their needs into consideration to improve service quality. High customer service quality will generate value not only to meet customer needs but also the expectations of customers and make banks more prominent than their competitors. This study identifies factors that affect customer satisfaction with the service quality at Vietnamese retail banks. The results are obtained by qualitative and quantitative method. The research model with a questionnaire consisting of 22 variables, 5 scales for a survey of 554 customers, is identified and developed through interviews with experts and group discussions. The findings show that customer satisfaction with the service quality at retail banks is influenced by “reliability”, “responsiveness”, “empathy”, “security”, and “tangibles”. Based on the findings, solutions for improving service quality are proposed for Vietnamese retail banks.
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Perceived health risk, online retail ethics, and consumer behavior within online shopping during the COVID-19 pandemic
Yuniarti Fihartini ,
Arief Helmi ,
Meydia Hassan ,
Yevis Marty Oesman
doi: http://dx.doi.org/10.21511/im.17(3).2021.02
Innovative Marketing Volume 17, 2021 Issue #3 pp. 17-29 Views: 4419 Downloads: 1703 TO CITE АНОТАЦІЯThe risk of virus contracting during the COVID-19 pandemic has changed consumer preference for online shopping to meet their daily needs than shopping in brick-and-mortar stores. Online shopping presents a different environment, atmosphere, and experience. The possibility of ethical violations is higher during online than face-to-face transactions. Therefore, this study was conducted to investigate the influence of perceived health risk and customer perception of online retail ethics on consumer online shopping behavior during the COVID-19 pandemic, involving seven variables, namely perceived health risk, security, privacy, non-deception, reliability fulfillment, service recovery, and online shopping behavior. The data were collected through an online survey by employing the purposive sampling technique to a consumer who has shopped online during the COVID-19 pandemic in Indonesia. 315 valid responses were obtained and analyzed through quantitative method using SEM-Amos. The results showed that perceived health risk and four variables of online retail ethics including security, privacy, reliability fulfillment, and service recovery affected online shopping behavior. Meanwhile, non-deception was found to have an insignificant effect. The coefficient value proved perceived health risk to be more dominant in influencing online shopping behavior than the variables of online retail ethics. Thus, consumers pay more concern for their health during online shopping. However, positive consumer perceptions of the behavior of online retail websites in providing services also can encourage consumers to shop online during this pandemic.
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Human resource management in promoting innovation and organizational performance
I Gede Riana ,
Gede Suparna ,
I Gusti Made Suwandana ,
Sebastian Kot ,
Ismi Rajiani
doi: http://dx.doi.org/10.21511/ppm.18(1).2020.10
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