THE EFFECT OF PERCEIVED PRICE AND SERVICE QUALITY ON CUSTOMER SATISFACTION OF GARUDA INDONESIA AIRLINE DURING PANDEMIC

Nur Hafizah Aqsha, Aemelia Lucyanna, Sandriana Marina, Sarovah Widiawati

Abstract


Covid-19 has caused chaos in various sectors, including aviation industry. With the decline in public interest in using air transportation, Garuda Indonesia has also been affected. Garuda Indonesia is one of the airlines with competitive prices that offers the best service quality. Garuda Indonesia Airlines has lowered prices to attract people's buying interest. The purpose of this study is to determine the perceived acceptance and service quality that affect customer satisfaction. This study used a quantitative method that took 210 respondents with the PLS-SEM technique. The result shows that there is a positive and significant effect between perceived price and service quality on customer satisfaction.

Keywords


Perceived Price, Service Quality, Customer Satisfaction, Airlines, Pandemic

Full Text:

PDF

References


Adnyana, D. G. A., & Suprapti, N. W. S. (2018). Pengaruh Kualitas Pelayanan Dan Persepsi Harga Terhadap Kepuasan Dan Loyalitas Pelanggan Gojek Di Kota Denpasar. E-Jurnal Manajemen Universitas Udayana, 7(11), 6041. https://doi.org/10.24843/ejmunud.2018.v07.i11.p09

Cakici, A. C., Akgunduz, Y., & Yildirim, O. (2019). The impact of perceived price justice and satisfaction on loyalty: the mediating effect of revisit intention. Tourism Review, 74(3), 443–462. https://doi.org/10.1108/TR-02-2018-0025

Dera Kristianti. (2021). Jurnal Bisnis dan Kajian Strategi Manajemen MANAJEMEN STRATEGI PT GARUDA INDONESIA ( PERSERO ) Pada akhir tahun 2019 dunia dihebohkan dengan adanya Penyakit Virus Corona ( Corona Virus Disease 2019 , yang disingkat Covid-19 ). Penyakit ini disebabkan kare. 5, 30–48.

Et. al., E. B. 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

Farooq, M. S., Salam, M., Fayolle, A., Jaafar, N., & Ayupp, K. (2018). Impact of service quality on customer satisfaction in Malaysia airlines: A PLS-SEM approach. Journal of Air Transport Management, 67(December 2017), 169–180. https://doi.org/10.1016/j.jairtraman.2017.12.008

Ha-Brookshire, J., & Yoon, S. H. (2012). Country of origin factors influencing US consumers’ perceived price for multinational products. Journal of Consumer Marketing, 29(6), 445–454. https://doi.org/10.1108/07363761211259250

Hussain, R. (2016). The mediating role of customer satisfaction: evidence from the airline industry. Asia Pacific Journal of Marketing and Logistics, 28(2), 234–255. https://doi.org/10.1108/APJML-01-2015-0001

Imron, I. (2019). Analisa Pengaruh Kualitas Produk Terhadap Kepuasan Konsumen Menggunakan Metode Kuantitatif Pada CV. Meubele Berkah Tangerang. Indonesian Journal on Software Engineering (IJSE), 5(1), 19–28. https://doi.org/10.31294/ijse.v5i1.5861

Lainamngern, S., & Sawmong, S. (2019). How customer relationship management, perceived risk, perceived service quality, and passenger trust affect a full-service airline’s passenger satisfaction. Journal of Business & Retail Management Research, 13(03), 160–176. https://doi.org/10.24052/jbrmr/v13is03/art-15

Naufal, M. A., & Yoestini. (2019). Analisis Pengaruh Harga Dan Kualitas Pelayanan Yang Berpengaruh Terhadap Kepuasan Pelanggan Dan Bertujuan Untuk Meningkatkan Loyalitas Pelanggan Citilink Di Semarang. Diponegoro Journal Of Management, 8(2), 1–10.

Park, S., Lee, J. S., & Nicolau, J. L. (2020). Understanding the dynamics of the quality of airline service attributes: Satisfiers and dissatisfiers. Tourism Management, 81(June), 104163. https://doi.org/10.1016/j.tourman.2020.104163

Pranata dkk. (2013). No ????????????????????? ?????????????????Title. 40–52.

Ramadhan, M. D., & Muthohar, M. (2019). The influence of perceived price, perceived quality, brand image, and store image on the purchase intention of Hypermart private label. 308(Insyma), 140–143. https://doi.org/10.2991/insyma-19.2019.36

Setiawan, D., Suryoko, S., & Listyorini, S. (2014). Pengaruh Harga, Produk Dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan Toko Buku Gramedia Pandanaran Semarang. Jurnal Ilmu Administrasi Bisnis S1 Undip, 4(1), 368–376.

Setiawan, E. B., Wati, S., Wardana, A., & Ikhsan, R. B. (2020). Building trust through customer satisfaction in the airline industry in Indonesia: Service quality and price fairness contribution. Management Science Letters, 10(5), 1095–1102. https://doi.org/10.5267/j.msl.2019.10.033

Sezgen, E., Mason, K. J., & Mayer, R. (2019). Voice of airline passenger: A text mining approach to understand customer satisfaction. Journal of Air Transport Management, 77(March), 65–74. https://doi.org/10.1016/j.jairtraman.2019.04.001

Singaravelu, K., & Amuthanayaki, V. P. (2017). A Study on Service Quality and Passenger Satisfaction on Indian Airlines. Journal of Commerce & Trade, 12(2), 106–115. https://doi.org/10.26703/jct.v12i2-16

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. Crostlog 2020, 458–466. file:///C:/Users/ASUS/AppData/Local/Temp/302-2435-1-PB.pdf

Yustia Putri, W. (2017). PENGARUH REGULATOR, KEPEMILIKAN INSTITUSIONAL, UKURAN PERUSAHAAN, DAN PROFITABILITAS TERHADAP CARBON EMISSION DISCLOSURE (Studi Pada Perusahaan Manufaktur yang Terdaftar di BEI Tahun 2014-2016). Fakultas Ekonomi Dan Bisnis, Unpas Bandung, 48–83.




DOI: https://doi.org/10.25292/atlr.v4i0.434

Refbacks

  • There are currently no refbacks.


Copyright (c) 2021 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 http://proceedings.itltrisakti.ac.id/index.php/ATLR is licensed under a Creative Commons Attribution 4.0 International License.