THE EFFECT OF SERVICE QUALITY AND TICKET PRICES ON CUSTOMER LOYALTY MEDIATED BY CUSTOMER SATISFACTION ON LION AIR AIRLINE

Dinar Dewi Kania, Siti Mariyam, Syahla Sahasika Papazian Putri

Abstract


This investigation aims to test and analyze the effect of service quality and ticket prices on customer loyalty mediated by customer satisfaction. And to test and analyze prices on customer loyalty through customer satisfaction as an intervening variable at Lion Air. The analysis in this investigation used SEM-PLS 4.0 Ver. The outcomes obtained from this investigation are Ticket Price (TP) has a beneficial impact on Customer Satisfaction (CS), CS is proven to impact positively on Customer Loyalty (CL), Service Quality (SQ) has a beneficial impact on CS, TP has an ancillary beneficial impact on CS through CL, SQ has no beneficial impact on CL, SQ has an ancillary beneficial impact on CS through CL, TP has a beneficial impact on CL

Keywords


Service Quality; Ticket Price; Customer Loyalty; Customer Satisfaction

Full Text:

PDF

References


Abdurochman, A. F., & Tantra, T. (2023a). THE EFFECT OF AIRLINE SERVICE QUALITY AND BRAND IMAGE ON LOW COST CARRIER AIRLINE PASSENGER LOYALTY. Scientific Journal of Management, Economics, & Accounting (MEA), 7(2), 1327-1345.

Abdurochman, A. F., & Tantra, T. (2023b). THE EFFECT OF AIRLINES SERVICE QUALITY AND BRAND IMAGE ON CUSTOMER LOYALTY OF LOW-COST CARRIER AIRLINE PASSENGERS. Scientific Journal of Management, Economics, & Accounting (MEA), 7(2), 1327-1345.

Agiesta, W., Sajidin, A., & Perwito, P. (2021). The effect of service quality and customer satisfaction on customer loyalty for Bandung Raya local ka. Scientific Journal of Management, Economics, & Accounting (MEA), 5(2), 1653-1664.

Alfajar, F., Tawil, M., Mustainah, M., & Polii, J. J. (2021). The effect of service quality on customer satisfaction at Makassar Jeans House, Palu City. Cenderawasih: Journal of Administration and Management Public Literation (Jamil), 1(1), 37-50.

Apriliana, A., & Sukaris, S. (2022). Analysis of Service Quality at Cv. Singoyudho Nusantara. Journal of Maneksi (Economic Management and Accounting), 11(2), 498-504.

Apriyadi, D. (2017). Analysis of the effect of punctuality, facilities and ticket prices on train passenger satisfaction at Purwosari station. Magistra, 29(99), 73-77.

Ar-rasyid, D. R. (2022). The Effect of Lion Air LCC Service Quality on Passenger Satisfaction at Supadio Airport, West Kalimantan Pontianak. Journal of Citizenship, 6(1), 1477-1480.

Aulia, S., & Ardiansyah, A. (2023). The Effect of Service Quality on Patient Satisfaction at the Sinar Winaya Medika Sagalaherang Clinic. The World of Business Administration Journal.

Christiani, L., & Fatmayati, F. (2022). The Effect of Punctuality and Service Quality on the Reputation of Lion Air Aviation Company at Komodo Airport Labuan Bajo, East Nusa Tenggara. Journal of Citizenship, 6(1), 274-283.

Darmawan, K. W., Benedict, L., Sinaga, M. A., & Sahara, S. (2023). ANALYSIS OF SERVICE QUALITY OF LION AIRLINES. JEBIMAN: Journal of Economics, Business, Management and Accounting, 1(4), 254-263.

Ekawati, D. A., & Astutik, S. P. (2024). The Effect of Ticket Prices on Passenger Loyalty to Lion Air Airlines at Mopah Merauke Airport. El-Mal: Journal of Islamic Economics & Business Studies, 5(2), 618-635.

Halimah, M. A., & Yanti, R. D. (2020). The effect of pricing strategies on customer loyalty for special express products for corporate partners of the Purwokerto Post Office. Ecoment Global Journal, 5(1), 70-79.

Hulu, O. B., Fuadi, F. K., & Rizki, A. M. (2024). SERVICE QUALITY OF ONONAZARA VILLAGE GOVERNMENT KECAMATAN TUGALA OYO DISTRICT NIAS UTARA (Good Governance Paradigm in Public Services). Moderate: Scientific Journal of Government Science, 10(1), 164-173.

Lorensia, S., & Ningrum, N. K. (2023). The Effect of Service Quality and Trust on Customer Loyalty with Customer Satisfaction as an Intervening Variable at Gojek in Yogyakarta. Economist: Journal of Economics and Business, 7(2), 816-825.

Mabrur, A. K., & Anwar, A. (2022). The effect of service quality on customer satisfaction at Tirta Ompo Drinking Water Regional Company, Soppeng Regency. JBMI (Journal of Business, Management, and Informatics), 19(2), 143-159.

Ma'ruf, T. K. A., & Ambarsari, N. A. (2023). THE EFFECT OF TICKET PRICES AND BRAND IMAGE ON CITILINK AIRLINE PASSENGER LOYALTY AT ADI SOEMARMO SOLO INTERNATIONAL AIRPORT. Aerospace Flight Attendant: Journal of Public Relations, Services, Tourism, 5(2), 167-172.

Nababan, E. W. (2020). THE EFFECT OF SERVICE QUALITY AND SATISFACTION LEVEL ON CUSTOMER LOYALTY AT THE SEA IMPORT DEPARTMENT OF PT DSV TRANSPORT INDONESIA BRANCH JAKARTA 2020 [Electronic Thesis or Dissertation]. http://repository.itltrisakti.ac.id.

Nasution, M. A. (2019). The effect of price and product quality of medical devices on consumer purchasing decisions at pt. Dyza sejahtera medan. Warta Dharmawangsa, 13 (1).

Putra, C. (2018). THE EFFECT OF SERVICE QUALITY ON CUSTOMER SATISFACTION AND LOYALTY.

Rahma, A. (2021). THE EFFECT OF TICKET PRICE AND SERVICE QUALITY ON CUSTOMER SATISFACTION OF PANDANWANGI TRAIN SERVICE USERS AT KETAPANG BANYUWANGI STATION.

Ramadhan, M., Anwar, S. M., & Hasbi, A. R. (2023). The Effect of Product Quality and Service Quality on Consumer Satisfaction at Aroma Malaja Restaurant. THE EFFECT OF PRODUCT QUALITY AND SERVICE QUALITY ON CUSTOMER SATISFACTION AT THE AROMA MALAJA RESTAURANT, 7(2), 365-369.

Regata, R., & Kusumadewi, N. M. (2019). THE EFFECT OF SERVICE QUALITY ON CUSTOMER LOYALTY MEDIATED BY CUSTOMER SATISFACTION.

Silaban, P. H., & Manihuruk, B. K. (2020). The Effect of Price Perceptions, Promotion and Service Quality on Online Airplane Ticket Purchasing Decisions on the Tiket Site. com (Case Study of the Medan City Community).

Sudrajat, A. (2019). The Effect of Ticket Price Perceptions on Service Quality and Its Impact on Customer Satisfaction at NAM Air [Electronic Thesis or Dissertation]. http://repository.itltrisakti.ac.id.

Sulistyawati, N. M. A., & Seminari, N. K. (2015). THE EFFECT OF SERVICE QUALITY ON CUSTOMER SATISFACTION OF INDUS UBUD GIANYAR RESTAURANT.

Swari, D. A. D. I., Atmaja, N. P. C. D., & Manek, D. (2024). THE MEDIATING ROLE OF CUSTOMER SATISFACTION ON THE EFFECT OF SERVICE QUALITY AND PRICE PERCEPTION ON CUSTOMER LOYALTY (PTA CUSTOMERS STUDY ON THE INFLUENCE OF PT. PELITA AIR SERVICE DENPASAR). VALUES, 5(1), 147-159.

Utama, M. A., & Fatmayati, F. (2022). The Effect of Service Quality and Ticket Prices on Nam Air Airline Customer Satisfaction at Supadio Pontianak International Airport. Journal of Citizenship, 6(1), 2013-2022.

Violin, V., Hasan, S., & Sufri, M. (2022). The Effect of Low-Cost Carrier Concept and Service Quality on Customer Satisfaction and Loyalty at Lion Airlines in Indonesia. Journal of Management Science (JMS), 3(1), 150-160.

Widya, S. (2019). THE EFFECT OF SERVICE QUALI

TY AND PRICE ON CONSUMER LOYALTY OF SERVICE USERS PT. TIARA AL-FIKRI TOUR AND TRAVEL.

Rasoolimanesh, S. M. (2022). Discriminant Validity Assessment in PLS-SEM: A Comprehensive Composite-Based Approach. Journal of Data Analysis Perspectives, 3(2), 1-8.




DOI: https://doi.org/10.25292/atlr.v7i0.672

Refbacks

  • There are currently no refbacks.


Copyright (c) 2025 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.