BUSINESS MANAGEMENT JOURNAL

This study was conducted in order to determine whether or not service quality plays a significant role in affecting customer loyalty toward an airline in the Indonesian aviation industry. This study implements quantitative-survey method, in which questionnaires were utilized as the instruments used to collect all of the data required for the completion of this study. A total of 250 respondents participated in this study, in which, Respondents should be Indonesians who’ve boarded an Indonesian full-service carrier at least twice (for return trips) between August 2019 to July 2020. All of the questionnaires were electronically distributed to the respondents, and since all of the questionnaires were filled properly, then it could be concluded that the response rate of this study is 100%. After further analyses and assessments, authors would like to conclude that all of the data had been properly and completely filled by all of the respondents, thus enabling all of the data to be further analyzed in this study, in which, the results of the data analyses will be used as the basis on whether or not to reject or support the hypotheses posited in this study. All of the data were analyzed using PLS-SEM method. After analyzing all of the data, authors would like to conclude that service quality plays a significant role in affecting customer or passengers’ loyalty toward an Indonesian full-service carrier. Furthermore, out of 5 (five) factors which form or act as the dimensions of service quality, responsiveness turns out to be the dimension which had the strongest effect in explaining variable service quality in this study.

Abror, A., Patrisia, D., Engriani, Y., Evanita, S., Yasri, Y. and Dastgir, S. (2019), "Service quality, religiosity, customer satisfaction, customer engagement and Islamic bank’s customer loyalty", Journal of Islamic Marketing, Vol. ahead-of-print No. ahead-of-print. https://doi.org/10.1108/JIMA-03-2019-0044

Bello, K.B., Jusoh, A. and Md Nor, K. (2020), "Relationships and impacts of perceived CSR, service quality, customer satisfaction and consumer rights awareness", Social Responsibility Journal, Vol. ahead-of-print No. ahead-of-print. https://doi.org/10.1108/SRJ-01-2020-0010

Boonlertvanich, K. (2019), "Service quality, satisfaction, trust, and loyalty: the moderating role of main-bank and wealth status", International Journal of Bank Marketing, Vol. 37 No. 1, pp. 278-302. https://doi.org/10.1108/IJBM-02-2018-0021

Cuong, P.H., Nguyen, O.D.Y., Ngo, L.V. and Nguyen, N.P. (2020), "Not all experiential consumers are created equals: the interplay of customer equity drivers on brand loyalty", European Journal of Marketing, Vol. 54(9), pp. 2257-2286. https://doi.org/10.1108/EJM-04-2018-0228

Godovykh, M. and Tasci, A.D.A. (2020), "The influence of post-visit emotions on destination loyalty", Tourism Review, Vol. ahead-of-print No. ahead-of-print. https://doi.org/10.1108/TR-01-2020-0025

Henseler, J., C. M. Ringle, and R. R. Sinkovics. 2009. The use of partial least squares path modelling in international marketing, Advances in International Marketing Vol. 20, pp.277-319.

Hou, T., Cheng, X. and Cheng, X. (2020), "The role of transaction cost and trust in e-loyalty: a mixed-methods study of ride-sharing", Information Technology & People, Vol. ahead-of-print No. ahead-of-print. https://doi.org/10.1108/ITP-01-2020-0005

Huma, S., Ahmed, W., Ikram, M. and Khawaja, M.I. (2019), "The effect of logistics service quality on customer loyalty: case of logistics service industry", South Asian Journal of Business Studies, Vol. 9 No. 1, pp. 43-61. https://doi.org/10.1108/SAJBS-10-2018-0114

Japutra, A., dan Keni, K. (2020). Signal, Need Fulfilment and Tourists’ Intention to Revisit, Anatolia: An International Journal of Tourism and Hospitality Research, https://doi.org/10.1080/13032917.2020.1806889

Japutra, A., K. Keni, and B. Nguyen. 2015. The impact of brand logo identification and brand logo benefit on Indonesian consumers’ relationship quality. Asia-Pacific Journal of Business Administration Vol. 7(3), pp. 237-252.

Jeong, Y. and Kim, S. (2019), "A study of event quality, destination image, perceived value, tourist satisfaction, and destination loyalty among sport tourists", Asia Pacific Journal of Marketing and Logistics, Vol. 32 No. 4, pp. 940-960. https://doi.org/10.1108/APJML-02-2019-0101

Keni, K., Oktora, F., and Wilson, N. (2018). The Impact of Destination Image and perceived Quality on Tourist Loyalty in the Indonesian Tourism Industry, In Proceedings of the 7th International Conference on Entrepreneurship and Business Management (ICEBM UNTAR 2018), pp. 67-75, 10.5220/0008488300670075

Lee, H.-J. and Jee, Y. (2016), "The impacts of brand asset of domestic screen golf playing systems upon brand trust and brand loyalty", International Journal of Sports Marketing and Sponsorship, Vol. 17 No. 4, pp. 320-332. https://doi.org/10.1108/IJSMS-11-2016-021

Mainardes, E.W., Rosa, C.A.d.M. and Nossa, S.N. (2020), "Omnichannel strategy and customer loyalty in banking", International Journal of Bank Marketing, Vol. 38 No. 4, pp. 799-822. https://doi.org/10.1108/IJBM-07-2019-0272

Makudza, F. (2020), "Augmenting customer loyalty through customer experience management in the banking industry", Journal of Asian Business and Economic Studies, Vol. ahead-of-print No. ahead-of-print. https://doi.org/10.1108/JABES-01-2020-0007

Molinillo, S., Japutra, A., Nguyen, B. and Chen, C.-H.S. (2017), "Responsible brands vs active brands? An examination of brand personality on brand awareness, brand trust, and brand loyalty", Marketing Intelligence & Planning, Vol. 35 No. 2, pp. 166-179. https://doi.org/10.1108/MIP-04-2016-0064

Oscar, Y., and Keni, K. (2019). Pengaruh Brand Image, Persepi Harga, Dan Service Quality Terhadap Keputusan Pembelian Konsumen, Jurnal Muara Ilmu Ekonomi dan Bisnis, Vol 3(1), pp. 20-28, http://dx.doi.org/10.24912/jmieb.v3i1.3300

Özkan, P., Süer, S., Keser, İ.K. and Kocakoç, İ.D. (2019), "The effect of service quality and customer satisfaction on customer loyalty: The mediation of perceived value of services, corporate image, and corporate reputation", International Journal of Bank Marketing, Vol. 38 No. 2, pp. 384-405. https://doi.org/10.1108/IJBM-03-2019-0096

Psomas, E. (2020), "Determining the impact of service quality on citizens' satisfaction and the role of citizens' demographics. The case of the Greek citizen's service centers", The TQM Journal, Vol. ahead-of-print No. ahead-of-print. https://doi.org/10.1108/TQM-12-2019-0274

Putra, T.W., and Keni, K. (2020). Brand Experience, Perceived Value, Brand Trust Untuk Memprediksi Brand Loyalty: Brand Love Sebagai Variabel Mediasi, Jurnal Muara Ilmu Ekonomi dan Bisnis, Vol 4(1), pp. 184-193, http://dx.doi.org/10.24912/jmieb.v4i1.7759

Wilson, N. (2018). The Impact of Service Quality and Brand Image Toward Customer Loyalty in The Indonesian Airlines Industry, Jurnal Manajemen Indonesia. Vol. 18 (3), pp. 222-234. https://doi.org/10.25124/jmi.v18i3.1734

Wilson, N. (2019). The Impact of Perceived Usefulness and Perceived Ease-of-Use toward Repurchase Intention in the Indonesian E-Commerce Industry, Jurnal Manajemen Indonesia. Vol. 19 (3), pp. 241-249. https://doi.org/10.25124/jmi.v19i3.2412

Wilson, N. (2020). Analisis Pengaruh Dimensi Celebrity Endorser Terhadap kesadaran Merek Dan Intensi Pembelian: Studi Kasus Pada Sektor Chinese-Brand Smartphone Di Indonesia, DeReMa Jurnal Manajemen, Vol. 15(1), 15-43. http://dx.doi.org/10.19166/derema.v15i1.2248

Wilson, N. (2020). The Impact of Service Quality and Corporate Reputation Toward Loyalty In The Indonesian Hospitality Sector, Jurnal Muara Ilmu Ekonomi dan Bisnis, Vol 4(1), 1-9. http://dx.doi.org/10.24912/jmieb.v4i1.6925

Wilson, N., and Keni, K. (2018). Pengaruh Website Design Quality dan Kualitas Jasa Terhadap Repurchase Intention: Variabel Trust Sebagai Variabel Mediasi, Jurnal Manajemen dan Pemasaran Jasa, Vol. 11 (2), pp. 291-310. http://dx.doi.org/10.25105/jmpj.v11i2.3006

Wilson, N., dan Christella, R. (2019). An Empirical Research of Factors Affecting Customer Satisfaction: A Case of the Indonesian E-Commerce Industry. DeReMa (Development Research of Management): Jurnal Manajemen, Vol. 14(1), 21-44. http://dx.doi.org/10.19166/derema.v14i1.1108

Wilson, N., dan Makmud, S.T. (2018). The Impact of Brand Evaluation, Satisfaction, Brand Relationship and Trust to Brand Loyalty: A Case Study of the Indonesian Smartphone Industry. Jurnal Muara Ilmu Sosial, Humaniora, dan Seni, Vol. 2(2), 633-649. http://dx.doi.org/10.24912/jmishumsen.v2i2.2077

Wilson, N., Keni, K., and Tan, P.H.P. (2019). The Effect of Website Design Quality and Service Quality on Repurchase Intention in the E-commerce Industry: A Cross-Continental Analysis, Gadjah Mada International Journal of Business, 21(2), 187-222. https://doi.org/10.22146/gamaijb.33665

Zhou, T., Y. Lu, and B. Wang. 2009. The relative importance of website design quality and service quality in determining consumers’ online repurchase behavior. Information Systems Management, Vol. 26: 327–337.