Loyal Customers Comes From Royal Airline

Jeriansyah Kusaeni, Ghiano Fitrah, Aisyah Rahmawati, Rati Sriadi, Hafida Fahmiasari

Abstract


In this modern era of industrial growth, airlines increase their productivity from income and number of passengers every year. Moreover, the emergence of Low Cost Airlines (LCA) makes passengers easier to purchase and use the services of the airline because the price is more affordable. One of the efforts to attract and retain customers is that some airlines make a loyalty program to the customers to retain the relationship between airlines and customers. In this study, we want to discuss how the role of loyalty programs increases number of passengers and revenue, and also how some elements can be implemented effectively to create a loyal customer. We use a descriptive model which is derived from science-direct, next we determine the important points we input into the article to support our discussion. In the identification, it is found that loyalty programs play a big role in boosting the number of passengers. While the environment, human resources, security, and facilities management are the determinants of service level to make passenger satisfied. To solve the existing problem, we create an opinion policy to be developed for improving and enhancing competitiveness with other companies.


Keywords


passenger; loyalty program; garuda; service; quality

Full Text:

PDF

References


Ã, O. M. K. (2006). Customer complaints and organizational responses : the effects of complainants ’ perceptions of justice on satisfaction and loyalty, 25, 69–90. https://doi.org/10.1016/j.ijhm.2004.12.008

Akamavi, K., Mohamed, E., Pellmann, K., & Xu, Y. (2015). Key determinants of passenger loyalty in the low-cost airline business, 46, 528–545. https://doi.org/10.1016/j.tourman.2014.07.010

Chang, L., & Hung, S. (2013). Adoption and loyalty toward low cost carriers : The case of Taipei – Singapore passengers. Transportation Research Part E, 50, 29–36. https://doi.org/10.1016/j.tre.2012.10.003

Chang, Y., & Chen, F. (2007). Relational benefits , switching barriers and loyalty : A study of airline customers in Taiwan, 13, 104–109. https://doi.org/10.1016/j.jairtraman.2006.10.001

Dolnicar, S., Grabler, K., Grün, B., & Kulnig, A. (2011). Key drivers of airline loyalty. Tourism Management, 32(5), 1020–1026. https://doi.org/10.1016/j.tourman.2010.08.014

Forgas, S., Moliner, M. A., & Sa, J. (2010). Journal of Air Transport Management Antecedents of airline passenger loyalty : Low-cost versus traditional airlines, 16, 229–233. https://doi.org/10.1016/j.jairtraman.2010.01.001

Fu, X., Zhang, J., & Chan, F. T. S. (2018). Determinants of loyalty to public transit : A model integrating Satisfaction-Loyalty Theory and Expectation-Con fi rmation Theory. Transportation Research Part A, 113(October 2017), 476–490. https://doi.org/10.1016/j.tra.2018.05.012

Gilbert, D. C. (1996). Relationship marketing and airline loyalty schemes, 17, 575–582.

Harris, L. C., & Goode, M. M. H. (2004). The four levels of loyalty and the pivotal role of trust : a study of online service dynamics, 80, 139–158. https://doi.org/10.1016/j.jretai.2004.04.002

Henderson, C. M., Beck, J. T., & Palmatier, R. W. (2011). Review of the theoretical underpinnings of loyalty programs. Journal of Consumer Psychology, 21(3), 256–276. https://doi.org/10.1016/j.jcps.2011.02.007

Jiang, H., & Zhang, Y. (2016). Journal of Air Transport Management An investigation of service quality , customer satisfaction and loyalty in China â€TM s airline market. Journal of Air Transport Management, 57, 80–88. https://doi.org/10.1016/j.jairtraman.2016.07.008

Mikuli, J., & Prebe, D. (2011). Journal of Air Transport Management What drives passenger loyalty to traditional and low-cost airlines ? A formative partial least squares approach, 17. https://doi.org/10.1016/j.jairtraman.2010.09.005

Okabe, N. (2017). ScienceDirect ScienceDirect Creating of customer loyalty by cabin crew. Transportation Research Procedia, 25, 149–164. https://doi.org/10.1016/j.trpro.2017.05.387

Oliver, R. L. (2014). Whence Consumer Loyalty ?, 63(1999), 33–44.

Prentice, C., Maria, S., & Loureiro, C. (2017). Journal of Retailing and Consumer Services An asymmetrical approach to understanding con fi gurations of customer loyalty in the airline industry. Journal of Retailing and Consumer Services, 38(April), 96–107. https://doi.org/10.1016/j.jretconser.2017.05.005

Stauvermann, P. J., & Kumar, R. R. (2017). Productivity growth and income in the tourism sector: Role of tourism demand and human capital investment. Tourism Management, 61, 426–433. https://doi.org/10.1016/j.tourman.2017.03.006

Vlachos, I., & Lin, Z. (2014). Drivers of airline loyalty : Evidence from the business travelers in China. TRANSPORTATION RESEARCH PART E, 71, 1–17. https://doi.org/10.1016/j.tre.2014.07.011

http://hubud.dephub.go.id (downloaded on July 25th 2018)

http://www.gerryairways.com (downloaded on July 25th 2018)




DOI: https://doi.org/10.25292/atlr.v1i1.74

Refbacks

  • 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 http://proceedings.itltrisakti.ac.id/index.php/ATLR is licensed under a Creative Commons Attribution 4.0 International License.