Iin Anggrayni, Arni Amalia, Edhie Budi Setiawan, Imam Ozali


Abstract. Pre-flight, in-flight, and post-flight services are essential to all prospective air travelers as they expect that all services are seamless and will judge whether the services provided by the airlines have met their desire, upon which their satisfaction is to be built. This study sought to find out the effect of pre-flight, in-flight, and post-flight services on trust-generating passenger satisfaction in Indonesian low-cost carriers (LCC) (a case study of Citilink Indonesia). Data were collected from 100 respondents and analyzed with the Structural Equation Modeling (SEM). Respondents were enrolled through non-probability sampling. The research results show that the quality of pre-flight, in-flight, and post-flight services have a significant, positive effect on passenger satisfaction, and on passenger trust. Finally, passenger satisfaction has a significant, positive effect on passenger trust. Customer satisfaction is proven to mediate the relationship of service quality of pre-flight, in-flight, and post-flight to passenger trust.


pre-flight service, in-flight service, post-flight service, passenger satisfaction, passenger trust

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DOI: https://doi.org/10.25292/atlr.v3i0.266


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