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

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References


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

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