The Effect Of Word Of Mouth And Employee Services On Low-Cost Carriers Purchase Intentions

Abhirama Putra S, Zakyy Rahman, Wildan Wildan, Mustikasari Mustikasari


The study highlights the determinants of low-cost carriers purchase intention. Field studies with 109 low-cost carriers’ customers to find potential customers in relation to factors determine the intention of buyers of low-cost carriers since this key factor influences low-cost operators' purchase intentions, customers think "word of mouth and employee service" are important factors that influence their intention to buy low-cost carriers. Other than that, "Employee service" is the highest weight to emphasize the purchase intention of low-cost operators. The statistical regression method used in this study aims to develop instruments and results obtained using valuable references for low-cost carriers’ managers who want to facilitate and effectively identify customer relationship management.

Full Text:



A. Zeithaml, V. A., Berry, L. L., & Parasuraman, “The behavioral consequences of ‘trying,’” Behav. Ther., vol. 9, no. 4, p. 684, 1996.

P. Heriyati, “Effects of Word of Mouth Communication and Perceived Quality on Decision Making Moderated by Gender : Jakarta Blackberry Smartphone Consumer ’ s Perspective,” vol. 7, no. 4, pp. 329–336, 2011.

Y. Delgadillo and J. E. Escalas, “Narrative Word-of-Mouth Communication : Exploring Memory and Attitude Effects of,” vol. 31, pp. 186–192.

P. D. Ntale, M. Ngoma, and A. Musiime, “Relationship marketing , word of mouth communication and consumer loyalty in the Ugandan mobile telecommunication industry,” vol. 7, no. 5, pp. 354–359, 2013.

M. Neumann, A. Dienstleistungsmanagement, W. U. N. D. Rostock, and M. Neumann, “What does the research tell us about word - of - mouth communication ? - A literature review - What does the research tell us about word - of - mouth communication ? - A literature review -,” no. 06, 2015.

M. Hassan, S. Hassan, and M. S. Nawaz, “Measuring Customer Satisfaction and Loyalty through Service Fairness, Service Quality and Price Fairness Perception: An Empirical Study of Pakistan Mobile Telecommunication Sector,” Sci. Int., vol. 25, no. 4, pp. 971–980, 2013.

Y. K. Kim and H. R. Lee, “Customer satisfaction using low cost carriers,” Tour. Manag., vol. 32, no. 2, pp. 235–243, 2011.

G. C. Saha and Theingi, “Service quality, satisfaction, and behavioural intentions: A study of low-cost airline carriers in Thailand,” Manag. Serv. Qual., vol. 19, no. 3, pp. 350–372, 2009.

H. Wu and C. Cheng, “A hierarchical model of service quality in the airline industry Journal of Hospitality and Tourism Management A hierarchical model of service quality in the airline industry,” J. Hosp. Tour. Manag., vol. 20, no. December 2013, pp. 13–22, 2018.

R. K. Akamavi, E. Mohamed, Pellmann, K. And, and Y. Xu, “Key Determinants of Passenger Loyalty in the Low-,” Tour. Manag., vol. 46, pp. 528–545, 2015.

J. F. O’Connell and G. Williams, “Passengers’ perceptions of low cost airlines and full service carriers: A case study involving Ryanair, Aer Lingus, Air Asia and Malaysia Airlines,” J. Air Transp. Manag., vol. 11, no. 4, pp. 259–272, 2005.

P. Harrison and R. Shaw, “Consumer Satisfaction and Post-purchase Intentions : An Exploratory Study of M ...,” 2004.

MARTIN LEE ABBOTT, the Social and Health Sciences the Social and Health Sciences With Spss ® and. 2017.

H. F. Lin and Y. W. Huang, “Using analytic network process to measure the determinants of low cost carriers purchase intentions: A comparison of potential and current customers,” J. Air Transp. Manag., vol. 49, pp. 9–16, 2015.



  • There are currently no refbacks.

Copyright (c) 2019 Advances in Transportation and Logistics Research

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

Advances in Transportation and Logistics Research

ISSN: 2622-5778 (online)
Published by: Institut Transportasi dan Logistik Trisakti, Jakarta - Indonesia

ATLR by is licensed under a Creative Commons Attribution 4.0 International License.