Analysis of Factors Causing Low-Cost Carrier Airlines' Customer Satisfaction at Soekarno Hatta Airport

Authors

  • Muhammad Koharudin Institut Transportasi dan Logistik Trisakti, Jakarta, Indonesia
  • Juliater Simarmata Institut Transportasi dan Logistik Trisakti, Jakarta, Indonesia

DOI:

https://doi.org/10.38035/dijdbm.v5i4.2476

Keywords:

Low-Cost Carrier Airline Customer Satisfaction, Punctuality of Flight Times, Low-Cost Carrier Airline Service Quality, Aviation Safety Standards

Abstract

The scientific literature review article entitled Analysis of Factors Causing Customer Satisfaction of Low-cost Carrier Airlines at Soekarno Hatta Airport is in the domain of marketing management science. The purpose of this article is to formulate a hypothesis regarding the interrelationship of various aspects, which will then be used as a basis for further research in the field of human resource management. This research uses a qualitative descriptive research methodology. The data used in this research comes from previous research which is still relevant to this research. Information is collected from leading scientific online platforms, such as Publish or Perish, Google Scholar, digital reference books, and the journal Sprott. The results obtained from this research are presented as follows: 1) Punctuality of flight times influences customer satisfaction of low-cost carrier airlines at Soekarno Hatta Airport; 2) The service quality of low-cost carrier airlines influences customer satisfaction of low-cost carrier airlines at Soekarno Hatta Airport; and 3) Aviation safety standards influence customer satisfaction of low-cost carrier airlines at Soekarno Hatta Airport.

References

Ali, H., & Limakrisna, N. (2013). Metodologi Penelitian (Petunjuk Praktis Untuk Pemecahan Masalah Bisnis, Penyusunan Skripsi (Doctoral dissertation, Tesis, dan Disertasi. In In Deeppublish: Yogyakarta.

Ali, H., Susanto, P. C., & Saputra, F. (2024). Faktor-Faktor Yang Mempengaruhi Manajemen Transportasi Udara?: Teknologi Informasi , Infrastruktur dan Kompetensi Sumber Daya Manusia. Jurnal Siber Transportasi Dan Logistik (JSTL), 1(4), 121–134. https://ejournal.stp-aviasi.ac.id/index.php/JIK/article/view/113

Armawati, I., Saryadi, & Prabawani, B. (2014). Pengaruh Brand Awareness , Brand Image Dan Perceived Quality Terhadap Keputusan Pemakaian Jasa Pada Maskapai Penerbangan Garuda Indonesia. Jurnal Ilmu Administrasi Bisnis, 024, 1–9.

ASSAHARI, F. (2017). ANALISIS KETEPATAN WAKTU PELAKSANAAN MAINTENANCE PESAWAT UDARA DALAM MENDUKUNG OPERASIONAL PENERBANGAN GARUDA INDONESIA. Universitas Gadjah Mada.

Astuty, D. R., Sinaga, N. A., & Mardianis, M. (2023). Pengaturan Safety Management System Penerbangan Untuk Mewujudkan Keamanan Dan Keselamatan Di Bandara Halim Perdana Kusuma. Jurnal Hukum Sehasen, 9(2), 151–160. https://doi.org/10.37676/jhs.v9i2.4662

Azmarani, A. W. (2016). Analisis Kualitas Pelayanan Maskapai Penerbangan Low Cost Carrier (Studi Deskriptif Di PT. Citilink Indonesia Cabang Surabaya).

Bagus Santoso, S. (2021). Tingkat Ketepatan Waktu (On Time Performance) Pada Maskapai Garuda Indonesia Dan Citilink Di Bandar Udara Tjilik Riwut Palangka Raya. STTKD Sekolah Tinggi Teknologi Kedirgantaraan Yogyakarta.

Christiani, L., & Fatmayati, F. (2022). Pengaruh Ketepatan Waktu dan Kualitas Pelayanan Terhadap Reputasi Perusahaan Penerbangan Lion Air di Bandar Udara Komodo Labuan Bajo Nusa Tenggara Timur. Jurnal Kewarganegaraan, 6(1), 274–283.

Fakhrudin, A. (2019). Pengaruh Karakteristik Pelayanan Terhadap Kepuasan Penumpang Low Cost Carrier Pada Maskapai Citilink Indonesia. Jurnal Optimal, 16(1), 29–56.

Hartono, H., Susanto, P. C., & Hermawan, M. A. (2020). Personel Aviation Security Menjaga Keamanan Di Bandar Udara. Aviasi?: Jurnal Ilmiah Kedirgantaraan, 16(2), 14–21. https://doi.org/10.52186/aviasi.v16i2.25

Hung, F. (2015). Relationship among Brand Image, Service Quality and Customer Satisfaction–Using China Airline as an Example. 2nd International Conference on Intelligent Computing and Cognitive Informatics (ICICCI 2015), 135–141.

Imanuel, Z. L. B. (2019). PENGARUH KUALITAS PELAYANAN MASKAPAI LOW COST CARRIER TERHADAP KEPUASAN PELANGGAN (Studi Kasus PT. Citilink Indonesia Cabang Semarang). SKRIPSI.

Jung, M., & Grimme, W. (2022). Availability of en-route alternate aerodromes as potential limitation in flight planning for hybrid-electric regional aircraft. Transportation Research Procedia, 65, 44–51.

Ko, Y. D. (2016). An airline’s management strategies in a competitive air transport market. Journal of Air Transport Management, 50, 53–61. https://doi.org/10.1016/j.jairtraman.2015.10.005

Kurniatun, M., & Ip, H. S. (2022). Pengaruh Kualitas Layanan Low Cost Carrier (Lcc) Pada Maskapai Citilink Terhadap Kepuasaan Wisatawan Domestik di Bandar Udara Internasional Lombok Zainuddin Abdul Madjid. Jurnal Manajemen, Bisnis Dan Kewirausahaan, 2(2), 24–29.

Lubis, U. S. A., & Bunahri, R. R. (2023). Faktor-Faktor yang Mempengaruhi Kepuasan Konsumen Terhadap Pelayanan Pada Bandar Udara: Faktor Kualitas Pelayanan, Fasilitas, dan Faktor Keamanan Ukkasyah. Jurnal Manajemen Pendidikan Dan Ilmu Sosial, 4(1), 571–577.

Marina, S., Pasha, K., Ricardianto, P., Octora, T., Olfebri, O., Rahmawati, A., Sianturi, T., Wiguna, E., Sitorus, P., & Endri, E. (2023). Corporate image and service quality: Evidence from Indonesia Mass Rapid Transport. Uncertain Supply Chain Management, 11(3), 1265–1274.

Noftaruli, B., & Winata, E. (2021). Pengaruh Harga Tiket Masuk Dan Publisitas Terhadap Minat Kunjungan Wisatawan Di Tjong A Fie Mansion. CIVITAS: Jurnal Studi Manajemen, 3(2).

Novianty, R. F., Simamarta, J., Kurnia, D. D., & Kurniawan, J. S. (2021). Customer Loyalty and Passenger Satisfaction on Lion Air’S Low Cost Carrier. Journal of Business Studies and Mangement Review, 5(1), 147–154. https://doi.org/10.22437/jbsmr.v5i1.14585

Paris, Y., & dan Deli Rahmawati. (2020). PENGARUH PERSEPSI HARGA TERHADAP KEPUASAN KONSUMEN PENGGUNA JASA TRAVEL. GIS Business, Volume 3 N(6), l 21-27. https://doi.org/10.26643/gis.v14i6.18868

Pauwels, J., Buyle, S., & Dewulf, W. (2024). Journal of the Air Transport Research Society Regional airports revisited?: Unveiling pressing research gaps and proposing a uniform definition. Journal of the Air Transport Research Society, 2, 100008. https://doi.org/10.1016/j.jatrs.2024.100008

Permatasari, I. D. (2016). PERAN ICAO (INTERNASIONAL CIVIL AVIATION ORGANIZATION) DALAM MENGIMPLEMENTASIKAN STANDAR KESELAMATAN PENERBANGAN INTERNASIONAL: ANALISIS TERHADAP PT. LION AIRLINES INDONESIA. PERPUSTAKAAN.

Pramudya, A. K., Sudiro, A., & Sunaryo, S. (2018). The role of customer trust in mediating influence of brand image and brand awareness of the purchase intention in airline tickets online. Jurnal Aplikasi Manajemen, 16(2), 224–233.

Rasyid, H. Al, Wibowo, B. W., Darunanto, D., & Susanto, P. C. (2021). SERVICE RECOVERY DUE TO PLANE CRASH ON. Grostlog 2021, 5778(January), 228–239.

Ricardianto, P., Yanto, T. A., Wardhono, D. T., Fachrial, P., Sari, M., Suryobuwono, A. A., Perwitasari, E. P., Gunawan, A., Indriyati, & Endri, E. (2023). The impact of service quality, ticket price policy and passenger trust on airport train passenger loyalty. Uncertain Supply Chain Management, 11(1), 307–318. https://doi.org/10.5267/j.uscm.2022.9.012

Sandamali, G. G. N., Su, R., & Zhang, Y. (2019). Flight routing and scheduling under departure and en route speed uncertainty. IEEE Transactions on Intelligent Transportation Systems, 21(5), 1915–1928.

Setiawan, E. B., Valdhavessa, D., Bambang, H., Marina, S., Desa, L., Bilqis, F. R., Agusinta, L., Hernawan, M. A., & Sidjabat, S. (2021). How To Build Customer Loyalty: Through Customer Experience, Perceived Price, And Customer Satisfaction. Turkish Journal of Computer and Mathematics Education (TURCOMAT), 12(4), 1546–1554. https://doi.org/10.17762/turcomat.v12i4.1410

Setyawati, A., Susanto, P. C., & Hartono, H. (2020). Strategi Marketing Airlines Untuk Meningkatkan Penjualan Tiket Pesawat Low Cost Carrier (LCC). Aviasi?: Jurnal Ilmiah Kedirgantaraan, 16(2), 41–49. https://doi.org/10.52186/aviasi.v16i2.35

Sihombing, S., Manik, P., Ratu Anisya, L., Nurcahayati, D., Hidayat, M., & Utami Yulihapsari, I. (2023). The Effect of Service Quality, Ticket Prices and Ease of Transaction on Customer Satisfaction of Mass Rapid Transit Jakarta. KnE Social Sciences, 2023, 854–868. https://doi.org/10.18502/kss.v8i9.13398

Simarmata, J., Ruminda, M., & Silalahi, S. A. (2020). Faktor yang mempengaruhi niat pembelian ulang tiket pesawat. Jurnal Manajemen Transportasi & Logistik (JMTRANSLOG), 7(2), 182–191.

Sitorus, P. P., Keke, Y., & Sitorus, M. R. (2018). Faktor – Faktor Yang Mempengaruhi Keputusan Pembelian Tiket Pesawat Pada Online Travel Agent. Manajemen Bisnis Transportasi Dan Logistik, 4(2), 141–146.

Subekti, S. (2017). Pengaruh Promosi dan Harga terhadap Keputusan Membeli Tiket Maskapai Penerbangan Lion Air Rute Lampung-Jakarta. Warta Penelitian Perhubungan, 29(1), 123–140.

Sumantri, A. S., Abimanto, D., & Putra, R. D. (2022). FAKTOR-FAKTOR YANG MEMPENGARUHI KETEPATAN WAKTU KEBERANGKATAN PESAWAT DI BANDARA INTERNASIONAL RAJA HAJI FISABILILLAH TANJUNGPINANG. Jurnal Ekonomi, Bisnis Dan Manajemen, 1(1), 29–38.

Supardi, S., Kamsariaty, K., Nuraeni, N., Suryawan, R. F., Widiyanto, P., & Susanto, P. C. (2023). Pramugari: Pelayanan Prima dan Kinerja Pramugari:(Tinjauan Pustaka). Aviasi: Jurnal Ilmiah Kedirgantaraan, 20(2).

Suryawan, R. F., Susanto, P. C., & Agusinta, L. (2024). Model Service Quality?: Case Study Indonesian Domain. Dinasti International Journal Of Digital Business Management, 5(2), 293–302.

Susanti, S. A., Sawaki, I. A., Octora, Y., & Primadi, A. (2020). the Influence of Brand Awareness, Brand Image on E-Wom Mediated By Brand Trust in the Airasia Refund Process During Covid-19 Pandemic in Jakarta 2020. Advances in Transportation and Logistics Research, 3, 458–466.

Susanto, A., & Sutrisno, A. (2018). Analisa Standar Keamanan Terhadap Keselamatan Penerbangan di Bandar Udara Komodo Labuan Bajo. Airman: Jurnal Teknik Dan Keselamatan Transportasi, 1(1), 1–4.

Susanto, P. C., & Keke, Y. (2020). Implementasi Regulasi International Civil Aviation Organization (ICAO) pada Penerbangan Indonesia. Aviasi?: Jurnal Ilmiah Kedirgantaraan, 16(1), 53–65. https://doi.org/10.52186/aviasi.v16i1.23

Susanto, P. C., Pahala, Y., Hartono, H., & Saroni, S. (2021). Proses Handling Barang Berbahaya Di Bandar Udara. Aviasi?: Jurnal Ilmiah Kedirgantaraan, 17(1), 45–53. https://doi.org/10.52186/aviasi.v17i1.58

Susanto, P. C., Ricardianto, P., Hartono, H., & Firdiiansyah, R. (2021). Peranan Air Traffic Control Untuk Keselamatan Penerbangan Di Indonesia. Aviasi?: Jurnal Ilmiah Kedirgantaraan, 17(1), 1–11. https://doi.org/10.52186/aviasi.v17i1.54

Susanto, P. C., Sakti, R. F. jaya, & Widiyanto, P. (2020). Alat Bantu Pendaratan Visual Di Airport Untuk Mendukung Keselamatan Pesawat. AVIASI Jurnal Ilmiah Kedirgantaraan, 17(1).

Sutarwati, S., & Karolina, N. (2016). Tanggung Jawab Pengusaha Angkutan Udara Terhadap Penumpang Maskapai Garuda Indonesia Yang Mengalami Keterlambatan Penerbangan Di Bandara Udara Internasional Adi Soemarmo Solo. Ground Handling Dirgantara, 3(2), 16–21.

Tsui, W. H. K., & Fung, M. K. Y. (2016). Analysing passenger network changes: The case of Hong Kong. Journal of Air Transport Management, 50, 1–11. https://doi.org/10.1016/j.jairtraman.2015.09.001

Wandelt, S., & Wang, K. (2024). Towards solving the airport ground workforce dilemma: A literature review on hiring, scheduling, retention, and digitalization in the airport industry. Journal of the Air Transport Research Society, 2, 100004. https://doi.org/10.1016/j.jatrs.2024.100004

Widiyanto, P., Febrian, W. D., Firdiansyah, R., & Susanto, P. C. (2023). Peningkatan Motivasi , Kepemimpinan , Kompetensi , Petugas Aviation Security Untuk Menciptakan Keamanan dan Pelayanan Prima Pada Bandar Udara Improving Motivation , Leadership , and Competence , Of Aviation Security Staff to Create Security and Excellent . 20(1), 19–33.

Yodpram, S., & Intalar, N. (2020). Conceptualizing ewom, brand image, and brand attitude on consumer’s willingness to pay in the low-cost airline industry in thailand. Proceedings, 39(1), 27.

Zulaichah, Z. (2014). Pengaruh Fasilitas Bandar Udara Terhadap Kinerja Ketepatan Waktu Maskapai Penerbangan. Warta Ardhia, 40(4), 223–234.

Zuniga, C., & Boosten, G. (2020). Queretaro Airport Business model. Proposal to update the Airport Master Plan. IFAC-PapersOnLine, 56(C), 10–18. https://doi.org/10.1016/j.trpro.2021.09.002

Downloads

Published

2024-06-22

Issue

Vol. 5 No. 4 (2024): Dinasti International Journal of Digital Business Management (June - July 2024)

Section

Articles

License

Copyright (c) 2024 Muhammad Koharudin, Juliater Simarmata

Creative Commons License

This work is licensed under a Creative Commons Attribution 4.0 International License.

Authors who publish their manuscripts in this journal agree to the following conditions:

  1. The copyright on each article belongs to the author(s).
  2. The author acknowledges that the Dinasti International Journal of Digital Business Management (DIJDBM) has the right to be the first to publish with a Creative Commons Attribution 4.0 International license (Attribution 4.0 International (CC BY 4.0).
  3. Authors can submit articles separately, arrange for the non-exclusive distribution of manuscripts that have been published in this journal into other versions (e.g., sent to the author's institutional repository, publication into books, etc.), by acknowledging that the manuscript has been published for the first time in the Dinasti International Journal of Digital Business Management (DIJDBM).