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BUILDING PASSENGER TRUST THROUGH IMPROVEMENTS OF SERVICE QUALITY (PRE-FLIGHT, IN-FLIGHT, AND POST-FLIGHT) AND PASSENGER SATISFACTION (A CASE STUDY OF CITILINK INDONESIA)
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Pre-flight, in-flight, and post-flight services are essential to all prospective air
travelers as they expect that all services are seamless and will judge whether the services
provided by the airlines have met their desire, upon which their satisfaction is to be built. This
study sought to find out the effect of pre-flight, in-flight, and post-flight services on trustgenerating
passenger satisfaction in Indonesian low-cost carriers (LCC) (a case study of Citilink
Indonesia). Data were collected from 100 respondents and analyzed with the Structural
Equation Modeling (SEM). Respondents were enrolled through non-probability sampling. The
research results show that the quality of pre-flight, in-flight, and post-flight services have a
significant, positive effect on passenger satisfaction, and on passenger trust. Finally, passenger
satisfaction has a significant, positive effect on passenger trust. Customer satisfaction is proven
to mediate the relationship of service quality of pre-flight, in-flight, and post-flight to passenger
trust.
Iin Anggrayni - Personal Name
Arni Amalia - Personal Name
Edhie Budi Setiawan - Personal Name
Imam Ozali - Personal Name
Arni Amalia - Personal Name
Edhie Budi Setiawan - Personal Name
Imam Ozali - Personal Name
26225778
NONE
electronic file
English
ITL Trisakti
2020
Jakarta
GROSTLOG 2020
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