Analysis of Passenger Satisfaction as a Mediator of Repurchase Intention on Flights with International Routes
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Dec 29, 2024
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Abstract
During the rise of Covid-19 pandemic, airline industry has been impacted negatively. In Indonesia, international passengers’ number has been drastically reduced as the impact of the social limitations by the government and border closure between countries. But as the time goes on, numbers of vaccination found to be effective to eliminate the pandemic. With the reduced spread of the virus, number of international flights in Indonesia slowly rise to the numbers pre-pandemic. “Revenge Travel” phenomenon has been accredited as the main source of the rise of international flights number, with passengers took their “delayed” holiday during the pandemic afterwards. Those rise in passenger numbers has become a challenge for airlines and airports, as the services has not been returning to the situation before the pandemic. Those challenges really impacted airlines service quality and passengers’ satisfaction with their repurchase intention of buying another plane ticket with the same airline. This situation is studied in this study with the method of collecting primary data between January to May of 2024 and analysing it via PLS-SEM (Partial Least Squares-Structural Equation Model) method with the Smart-PLS application.
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References
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Jansen. (2019). Pengaruh Service Attributes Terhadap Overall Satisfaction Dan Membership Renewal Intention Member Knockout Boxing Camp Surabaya. Journal of Chemical Information and Modeling, 53(9), 1689–1699.
Jasin, M., & Firmansyah, A. (2023). The role of service quality and marketing mix on customer satisfaction and repurchase intention of SMEs products. Uncertain Supply Chain Management, 11(1), 383–390. https://doi.org/10.5267/j.uscm.2022.9.004
Klaus Dos Santos, E. (2022). Faktor-Faktor Penyebab Kurangnya Minat Pelajar Dalam Penggunaan Bus Trans Jogja.
Konuk, F. A. (2019). The influence of perceived food quality, price fairness, perceived value and satisfaction on customers’ revisit and word-of-mouth intentions towards organic food restaurants. Journal of Retailing and Consumer Services, 50(February), 103–110. https://doi.org/10.1016/j.jretconser.2019.05.005
Krejcie, R. V, & Morgan, D. W. (1970). Determining sample size for research activities. In Educational and Psychological Measurement (Vol. 30, Issue 3, pp. 607–610). Sage Publications.
Kuncara, T., Jaya, R., Alamsyah, Muchlis, A., Suryady, S., & Barizki, R. N. (2023). PKM Edukasi Berkala Pengunaan Softskill Training Structural Equation Modelling (Sem). Jurnal Abdi Masyarakat Multidisiplin, 2(1), 38–41. https://doi.org/10.56127/jammu.v2i1.858
Law, C. C. H., Zhang, Y., & Gow, J. (2022). Airline service quality, customer satisfaction, and repurchase Intention: Laotian air passengers’ perspective. Case Studies on Transport Policy, 10(2), 741–750. https://doi.org/10.1016/j.cstp.2022.02.002
Libent, L., & Magasi, C. (2024). Service quality and customer satisfaction in the airline industry in Tanzania: a case of Air Tanzania Company Limited. International Journal of Research in Business and Social Science (2147- 4478), 13(2), 59–71. https://doi.org/10.20525/ijrbs.v13i2.3122
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Nainggolan, F., Lady, & Harianja, E. (2023). Repurchase Intention Pada Bitcoin di Indonesia. Jurnal Ilmiah MEA (Manajemen, Ekonomi, Dan Akuntansi), 7(3).
Octaviani, O. C., Rizan, M., & Rivai P., A. K. (2021). the Effect of E-Service Quality and Perceived Price Fairness on Customer Loyalty Which Customer Satisfaction As Intervening Study on Online Shopping Site in Indonesia. Jurnal Dinamika Manajemen Dan Bisnis, 4(1), 143–171. https://doi.org/10.21009/jdmb.04.1.7
Pemerintah Pusat. (2009). Undang-undang (UU) No. 1 Tahun 2009. https://peraturan.bpk.go.id/Details/54656/uu-no-1-tahun-2009
Pertiwi, A. P., Nirmala, R. P., Saputri, R., & Andriawan, I. T. (2023). The influence of social media promotion, word of mouth, and quality service on repurchase intention: The role of trust. Sebelas Maret Business Review, 8(2), 98. https://doi.org/10.20961/smbr.v8i2.81252
Purwianti, L., Andrew, Agustin, C., Seren, & Enjelia, Y. (2021). Pengaruh Price, Service Quality, Food Quality, Dan E-Wom Terhadap Purchase Intention Steakjobs Di Kota Batam . Economics and Digital Business Review, 4(2), 202–219.
Purwianti, L., & Enjelica, E. (2024). Analisis Faktor yang Memengaruhi Customer Loyalty dengan Mediasi Customer Satifaction pada Perbankan. Jurnal Manajemen Bisnis Dan Keuangan, 5(1), 16–28. https://doi.org/10.51805/jmbk.v5i1.183
Rady, H. A. W. A. (2018). Measuring Airline Service Quality Using AIRQUAL Model: A Study Applied to Egyptair. International Journal of Heritage, Tourism and Hospitality, 12(1/2), 20.
Ramadhani, M. D., Gde, T., & Sukawati, R. (2021). The role of customer satisfaction mediates the effect of service quality and quality of the shopee.co.id website on repurchase intention. American Journal of Humanities and Social Sciences Research, 5(2), 570–579. www.ajhssr.com
Rasaily, P., Shah, N. K., & Adhikari, B. (2023). Relationship between Service Quality and Customer Repurchase Intention in Cafés of Kathmandu Valley, Nepal. Quest Journal of Management and Social Sciences, 5(1), 14–27. https://doi.org/10.3126/qjmss.v5i1.56289
Rhamadhani, D. A., & Saputri, E. E. D. (2023). Analisa Model Machine Learning dalam Memprediksi Laju Produksi Sumur Migas 15/9-F-14H. Journal of Sustainable Energy Development, 1(1), 48–55.
Shah, F. T., Syed, Z., Imam, A., & Raza, A. (2020). The impact of airline service quality on passengers’ behavioral intentions using passenger satisfaction as a mediator. Journal of Air Transport Management, 85(March), 101815. https://doi.org/10.1016/j.jairtraman.2020.101815
Shen, C., & Yahya, Y. (2021). The impact of service quality and price on passengers’ loyalty towards low-cost airlines: The Southeast Asia’s perspective. Journal of Air Transport Management, 91(November 2020), 101966. https://doi.org/10.1016/j.jairtraman.2020.101966
Sugiato, B. J., Riyadi, S., & Budiarti, E. (2023). The effects of customer relationship management, service quality and relationship marketing on customer retention: The mediation role of bank customer retention in Indonesia. Accounting, 9(2), 85–94. https://doi.org/10.5267/j.ac.2022.12.004
Sukaeri, F. A. M., Santoso, B., & Buchdadi, A. D. (2023). The Effect of Product Quality and Service Quality on Repurchase Intention with Customer Satisfaction as a Mediation Variables (Case Study on CV. Prima Anugerah Sejati). Journal of Business and Behavioural Entrepreneurship, 7(1), 33–44. https://doi.org/10.21009/jobbe.007.1.03
Syarief, A. (2019). Pengaruh Kualitas Layanan (AIRQUAL) Terhadap Kinerja Dan Keunggulan Bersaing Pada Maskapai Penerbangan Garuda Indonesia. Jurnal Universitas Islam Indonesia.
Tanha, K., Mohammadi, N., & Janani, L. (2017). P-value: What is and what is not. Medical Journal of the Islamic Republic of Iran, 31, 65. https://doi.org/10.14196/mjiri.31.65
Wiatna, R. A., & Sanaji. (2022). Pengaruh E-Service Quality terhadap Repurchase Intention melalui E-Satsifaction pada Pengguna Aplikasi E-Grocery. Nomicpedia: Journal of Economics and Business Innovation , 2(2), 142–158. https://journal.inspirasi.or.id/index.php/nomicpedia
Wikantara, I. W. A., Suasana, I. G. A. K. G., Suprapti, N. W. S., Widagda, I. G. N. J. A., & Aksari, N. M. A. (2024). the Role of Customer Satisfaction in Mediating the Influence of Service Quality and Customer Experience on Repurchase Intention: a Study of Tokopedia Application Users in Denpasar City. RJOAS: Russian Journal of Agricultural and Socio-Economic Sciences, 3(147), 13–25.
Amin, N. F., Garancang, S., & Abunawas, K. (2023). Konsep Umum Populasi dan Sampel Dalam Penelitian. Jurnal Pilar, 14(1), 15–31.
Anwar, M. C. (2021). Jejak Bandara Internasional Pertama Indonesia di Kemayoran. https://money.kompas.com/read/2021/08/08/121924426/jejak-bandara-internasional-pertama-indonesia-di-kemayoran?page=all
Badan Pusat Statistik. (2020). Perkembangan Transportasi Nasional April 2020. Berita Resmi Statistik.
Badan Pusat Statistik. (2023). Perkembangan Transportasi Nasional Desember 2023. Badan Pusat Statistik, 74, 1–8.
Berry, L. L., Shostack, G. L., & Upah, G. D. (1983). Emerging Perspectives on Services Marketing. American Marketing Association. https://books.google.co.id/books?id=bQgpAQAAMAAJ
Cahyati, N. K., & Seminari, N. K. (2020). The Role of Customer Satisfaction in Mediating the Effect of Service Quality and Marketing Experience on Repurchase Intention (Study in PT Pos Indonesia Expedition Services). American Journal of Humanities and Social Sciences Research, 2, 128–135. www.ajhssr.com
Chonsalasin, D., Jomnonkwao, S., Chanpariyavatevong, K., Laphrom, W., & Ratanavaraha, V. (2022). Modeling of airline passenger loyalty: A comparison of leisure and business travelers. Research in Transportation Business and Management, 43(November 2021), 100735. https://doi.org/10.1016/j.rtbm.2021.100735
Christiarini, R., & Rahmadilla, A. (2021). Analisis Faktor-Faktor Yang Mempengaruhi Purchase Intention Skincare Korea Mahasiswa Kota Batam. Journal of Global Business and Management Review. https://journal.uib.ac.id/index.php/jgbmr/
Dari, A. W., & Saputra, S. (2022). Pengaruh Pengelolaan Hubungan Pelanggan (Customer Relationship Management), Nilai Yang Dirasakan (Perceived Value), Kualitas Yang Dirasakan (Perceived Quality), Dan Kepuasan (Satisfaction) Terhadap Loyalitas Nasabah Perbankan Di Kota Batam. JMBI UNSRAT (Jurnal Ilmiah Manajemen Bisnis Dan Inovasi Universitas Sam Ratulangi)., 9(3), 1186–1202. https://doi.org/10.35794/jmbi.v9i3.44000
Do, Q. H., Kim, T. Y., & Wang, X. (2023). Effects of logistics service quality and price fairness on customer repurchase intention: The moderating role of cross-border e-commerce experiences. Journal of Retailing and Consumer Services, 70(September 2022), 103165. https://doi.org/10.1016/j.jretconser.2022.103165
Duli, N. (2019). Metodologi Penelitian Kuantitatif: Beberapa Konsep Dasar Untuk Penulisan Skripsi \& Analisis Data Dengan SPSS. Deepublish. https://books.google.co.id/books?id=A6fRDwAAQBAJ
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(January), 169–180. https://doi.org/10.1016/j.jairtraman.2017.12.008
Girish, V. G. (2021). COVID-19 pandemic and the emergence of revenge travel TT -. 관광연구저널, 35(10), 125–129. https://doi.org/10.21298/IJTHR.2021.10.35.10.125
Hair, J. F., Ringle, C. M., & Sarstedt, M. (2011). PLS-SEM: Indeed a silver bullet. Journal of Marketing Theory and Practice, 19(2), 139–152. https://doi.org/10.2753/MTP1069-6679190202
Hair, J. F., Risher, J. J., Sarstedt, M., & Ringle, C. M. (2019). When to use and how to report the results of PLS-SEM. European Business Review, 31(1), 2–24. https://doi.org/10.1108/EBR-11-2018-0203
Hassan, T. H., & Salem, A. E. (2022). Impact of service quality of low-cost carriers on airline image and consumers’ satisfaction and loyalty during the covid-19 outbreak. International Journal of Environmental Research and Public Health, 19(1). https://doi.org/10.3390/ijerph19010083
Jansen. (2019). Pengaruh Service Attributes Terhadap Overall Satisfaction Dan Membership Renewal Intention Member Knockout Boxing Camp Surabaya. Journal of Chemical Information and Modeling, 53(9), 1689–1699.
Jasin, M., & Firmansyah, A. (2023). The role of service quality and marketing mix on customer satisfaction and repurchase intention of SMEs products. Uncertain Supply Chain Management, 11(1), 383–390. https://doi.org/10.5267/j.uscm.2022.9.004
Klaus Dos Santos, E. (2022). Faktor-Faktor Penyebab Kurangnya Minat Pelajar Dalam Penggunaan Bus Trans Jogja.
Konuk, F. A. (2019). The influence of perceived food quality, price fairness, perceived value and satisfaction on customers’ revisit and word-of-mouth intentions towards organic food restaurants. Journal of Retailing and Consumer Services, 50(February), 103–110. https://doi.org/10.1016/j.jretconser.2019.05.005
Krejcie, R. V, & Morgan, D. W. (1970). Determining sample size for research activities. In Educational and Psychological Measurement (Vol. 30, Issue 3, pp. 607–610). Sage Publications.
Kuncara, T., Jaya, R., Alamsyah, Muchlis, A., Suryady, S., & Barizki, R. N. (2023). PKM Edukasi Berkala Pengunaan Softskill Training Structural Equation Modelling (Sem). Jurnal Abdi Masyarakat Multidisiplin, 2(1), 38–41. https://doi.org/10.56127/jammu.v2i1.858
Law, C. C. H., Zhang, Y., & Gow, J. (2022). Airline service quality, customer satisfaction, and repurchase Intention: Laotian air passengers’ perspective. Case Studies on Transport Policy, 10(2), 741–750. https://doi.org/10.1016/j.cstp.2022.02.002
Libent, L., & Magasi, C. (2024). Service quality and customer satisfaction in the airline industry in Tanzania: a case of Air Tanzania Company Limited. International Journal of Research in Business and Social Science (2147- 4478), 13(2), 59–71. https://doi.org/10.20525/ijrbs.v13i2.3122
Mahardhika, L. A. (2024). Bandara Internasional Bakal Dikurangi, Kemenhub Umumkan Tahun Ini. https://ekonomi.bisnis.com/read/20240324/98/1752258/bandara-internasional-bakal-dikurangi-kemenhub-umumkan-tahun-ini
Nainggolan, F., Lady, & Harianja, E. (2023). Repurchase Intention Pada Bitcoin di Indonesia. Jurnal Ilmiah MEA (Manajemen, Ekonomi, Dan Akuntansi), 7(3).
Octaviani, O. C., Rizan, M., & Rivai P., A. K. (2021). the Effect of E-Service Quality and Perceived Price Fairness on Customer Loyalty Which Customer Satisfaction As Intervening Study on Online Shopping Site in Indonesia. Jurnal Dinamika Manajemen Dan Bisnis, 4(1), 143–171. https://doi.org/10.21009/jdmb.04.1.7
Pemerintah Pusat. (2009). Undang-undang (UU) No. 1 Tahun 2009. https://peraturan.bpk.go.id/Details/54656/uu-no-1-tahun-2009
Pertiwi, A. P., Nirmala, R. P., Saputri, R., & Andriawan, I. T. (2023). The influence of social media promotion, word of mouth, and quality service on repurchase intention: The role of trust. Sebelas Maret Business Review, 8(2), 98. https://doi.org/10.20961/smbr.v8i2.81252
Purwianti, L., Andrew, Agustin, C., Seren, & Enjelia, Y. (2021). Pengaruh Price, Service Quality, Food Quality, Dan E-Wom Terhadap Purchase Intention Steakjobs Di Kota Batam . Economics and Digital Business Review, 4(2), 202–219.
Purwianti, L., & Enjelica, E. (2024). Analisis Faktor yang Memengaruhi Customer Loyalty dengan Mediasi Customer Satifaction pada Perbankan. Jurnal Manajemen Bisnis Dan Keuangan, 5(1), 16–28. https://doi.org/10.51805/jmbk.v5i1.183
Rady, H. A. W. A. (2018). Measuring Airline Service Quality Using AIRQUAL Model: A Study Applied to Egyptair. International Journal of Heritage, Tourism and Hospitality, 12(1/2), 20.
Ramadhani, M. D., Gde, T., & Sukawati, R. (2021). The role of customer satisfaction mediates the effect of service quality and quality of the shopee.co.id website on repurchase intention. American Journal of Humanities and Social Sciences Research, 5(2), 570–579. www.ajhssr.com
Rasaily, P., Shah, N. K., & Adhikari, B. (2023). Relationship between Service Quality and Customer Repurchase Intention in Cafés of Kathmandu Valley, Nepal. Quest Journal of Management and Social Sciences, 5(1), 14–27. https://doi.org/10.3126/qjmss.v5i1.56289
Rhamadhani, D. A., & Saputri, E. E. D. (2023). Analisa Model Machine Learning dalam Memprediksi Laju Produksi Sumur Migas 15/9-F-14H. Journal of Sustainable Energy Development, 1(1), 48–55.
Shah, F. T., Syed, Z., Imam, A., & Raza, A. (2020). The impact of airline service quality on passengers’ behavioral intentions using passenger satisfaction as a mediator. Journal of Air Transport Management, 85(March), 101815. https://doi.org/10.1016/j.jairtraman.2020.101815
Shen, C., & Yahya, Y. (2021). The impact of service quality and price on passengers’ loyalty towards low-cost airlines: The Southeast Asia’s perspective. Journal of Air Transport Management, 91(November 2020), 101966. https://doi.org/10.1016/j.jairtraman.2020.101966
Sugiato, B. J., Riyadi, S., & Budiarti, E. (2023). The effects of customer relationship management, service quality and relationship marketing on customer retention: The mediation role of bank customer retention in Indonesia. Accounting, 9(2), 85–94. https://doi.org/10.5267/j.ac.2022.12.004
Sukaeri, F. A. M., Santoso, B., & Buchdadi, A. D. (2023). The Effect of Product Quality and Service Quality on Repurchase Intention with Customer Satisfaction as a Mediation Variables (Case Study on CV. Prima Anugerah Sejati). Journal of Business and Behavioural Entrepreneurship, 7(1), 33–44. https://doi.org/10.21009/jobbe.007.1.03
Syarief, A. (2019). Pengaruh Kualitas Layanan (AIRQUAL) Terhadap Kinerja Dan Keunggulan Bersaing Pada Maskapai Penerbangan Garuda Indonesia. Jurnal Universitas Islam Indonesia.
Tanha, K., Mohammadi, N., & Janani, L. (2017). P-value: What is and what is not. Medical Journal of the Islamic Republic of Iran, 31, 65. https://doi.org/10.14196/mjiri.31.65
Wiatna, R. A., & Sanaji. (2022). Pengaruh E-Service Quality terhadap Repurchase Intention melalui E-Satsifaction pada Pengguna Aplikasi E-Grocery. Nomicpedia: Journal of Economics and Business Innovation , 2(2), 142–158. https://journal.inspirasi.or.id/index.php/nomicpedia
Wikantara, I. W. A., Suasana, I. G. A. K. G., Suprapti, N. W. S., Widagda, I. G. N. J. A., & Aksari, N. M. A. (2024). the Role of Customer Satisfaction in Mediating the Influence of Service Quality and Customer Experience on Repurchase Intention: a Study of Tokopedia Application Users in Denpasar City. RJOAS: Russian Journal of Agricultural and Socio-Economic Sciences, 3(147), 13–25.