PENGARUH ON-TIME PERFORMANCE, HARGA TIKET, DAN KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN PADA MASKAPAI LOW-COST CARRIER
Article Sidebar
harga tiket,
kualitas pelayanan,
loyalitas pelanggan,
Low- Cost Carrier (LCC)
Main Article Content
Abstract
This study aims to analyze the influence of On-Time Performance (OTP), ticket prices, and service quality on customer loyalty in Indonesia's Low-Cost Carrier (LCC) airlines. As the demand for air transportation services increases, these factors play a crucial role in shaping customer satisfaction and decision-making when choosing an airline. This research employs a narrative literature review method by examining relevant literature to understand the relationships among the studied variables. The findings indicate that OTP has a varying impact on customer loyalty, depending on customer expectations and experiences. Competitive ticket prices can enhance customer loyalty when balanced with adequate service quality. Meanwhile, service quality significantly affects customer satisfaction, ultimately leading to increased loyalty. Therefore, LCC airline business strategies must consider a balance between punctuality, ticket pricing, and service quality to maintain and enhance customer loyalty.
Penelitian ini bertujuan untuk menganalisis pengaruh On-Time Performance (OTP), harga tiket, dan kualitas pelayanan terhadap loyalitas pelanggan pada maskapai penerbangan berbiaya rendah (Low-Cost Carrier/LCC) di Indonesia. Seiring dengan meningkatnya permintaan layanan penerbangan, faktor-faktor tersebut menjadi elemen penting yang memengaruhi kepuasan dan keputusan pelanggan dalam memilih maskapai. Penelitian ini menggunakan metode narrative literature review dengan mengkaji berbagai literatur yang relevan untuk memahami hubungan antara variabel yang diteliti. Hasil penelitian menunjukkan bahwa OTP memiliki dampak yang beragam terhadap loyalitas pelanggan, tergantung pada ekspektasi dan pengalaman pelanggan. Harga tiket yang kompetitif dapat meningkatkan loyalitas pelanggan jika diimbangi dengan kualitas layanan yang memadai. Sementara itu, kualitas pelayanan memiliki pengaruh signifikan terhadap kepuasan pelanggan, yang pada akhirnya berdampak positif pada loyalitas. Oleh karena itu, strategi bisnis maskapai LCC perlu mempertimbangkan keseimbangan antara ketepatan waktu, harga tiket, dan kualitas pelayanan guna mempertahankan serta meningkatkan loyalitas pelanggan.
Downloads
Article Details
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
References
Akamavi, R. K., Mohamed, E., Pellmann, K., & Xu, Y. (2015). Key determinants of passenger loyalty in the low-cost airline business. Tourism Management, 46, 528–545. https://doi.org/10.1016/j.tourman.2014.07.010
Al-Refaie, A., Bata, N., Eteiwi, D., & Jalham, I. (2014). Examining Factors that Affect Passenger’s Overall Satisfaction and Loyalty: Evidence from Jordan Airport. In Jordan Journal of Mechanical and Industrial Engineering (Vol. 8).
Ayu Safitri, P., Fajar Nieamah -Sekolah Tinggi Teknologi Kedirgantaraan Yogyakarta, K., & Fajar Nieamah, K. (2023). Aurelia: Jurnal Penelitian dan Pengabdian Masyarakat Indonesia The Effect of On Time Performance on Passenger Loyalty at Citilink Indonesia Airlines at Sultan Thaha Jambi Airport.
Bravo, A., & Rodrigues Vieira, D. (2019). A systematic review of the civilian airline industry: towards a general model of customer loyalty. In Int. J. Business and Data Analytics (Vol. 1, Issue 2).
Bunga, H., & Kholid Mawardi, Y. M. (2017). STRATEGI PEMASARAN PENERBANGAN BERKONSEP LOW COST CARRIER (LCC) DAN DAYA SAING PERUSAHAAN (Studi Pada Maskapai Penerbangan Pt. Garuda Indonesia Citilink). In Jurnal Administrasi Bisnis (JAB)|Vol (Vol. 51, Issue 2).
C. Walker. (2016). Network Manager CODA Digest 2016 DOCUMENT CHARACTERISTICS Document Title Document Subtitle (optional) Edition Number Edition Validity Date. www.eurocontrol.int
candee. (2025). The 2022 Airline Index. Bounce.
Cho, S. H., Ali, F., & Manhas, P. S. (2018). Examining the impact of risk perceptions on intentions to travel by air: A comparison of full-service carriers and low-cost carriers. Journal of Air Transport Management, 71, 20–27.
Daulay, R., Hafni, R., & Nasution, S. (2022). Antaseden Kepuasan dan Loyalitas Penumpang Maskapai Penerbangan Low Cost Carrier di Indonesia. Jurnal Ilmiah Manajemen Dan Bisnis, 23(2). https://doi.org/10.30596/jimb.v23i2.11725
Doganis, R. (2019). Flying Off Course: Airline Economics and Marketing (Vol. 5).
Ferrari, R. (2015). Writing narrative style literature reviews. Medical Writing, 24(4), 230–235. https://doi.org/10.1179/2047480615z.000000000329
Kotler, P., & Keller. (2016). Marketing Management. 15th Edition New Jersey: Pearson Pretice Hall.
Mardalis, A. (2005). MERAIH LOYALITAS PELANGGAN. Jurnal Manajemen Dan Bisnis UMS, 9(2), 111–119.
McKinsey, G. I. (2012). The archipelago economy: Unleashing Indonesia’s potential. London: McKinsey and Company.
Mowen, J. C., & M. Minor. (1998). Consumer Behavior (Vol. 5). Upper Saddle River, NJ: Prentice Hall,Inc.
Panduwinasari, E., Afandi, A., & Wahyuni, H. (2020). Low Cost Carrier in Airlines: In Terms of Cost Perspective. Advances in Economics, Business and Management Research, 136, 84–89.
Parasuraman, A. ;, Zeithaml, V. A. ;, & Berry, L. L. (1988). Servqual: A Multiple-Item Scale For Measuring Consumer Perc. Journal of Retailing; Spring, 64(1), 12–40.
Pels, E., & Rietveld, P. (2004). Airline pricing behaviour in the London-Paris market. Journal of Air Transport Management, 10(4), 277–281.
Petrick, J. F. (2004). The roles of quality, value and satisfaction in predicting cruise passengers’ behavioral intentions. Journal of Travel Research, 42(4), 397–407. https://doi.org/10.1177/0047287504263037
Pitelis, C. N. (2008). CIBAM and the Symposium on’Security, Terrorism and Business. Global Scihub Eror) Business and Economics Review, 10(02), 145–171.
Porter, B. (1993). An Empirical Study of the Audit Expectation-Performance Gap. Accounting and Business Research, 24(93), 49–68.
Rajaguru, R. (2016). Role of value for money and service quality on behavioural intention: A study of full service and low cost airlines. Journal of Air Transport Management, 53, 114–122. https://doi.org/10.1016/j.jairtraman.2016.02.008
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. https://doi.org/10.1016/j.jairtraman.2020.101966
Siti Ghumaisa Effendie, B., Abdul Majid, S., Setiawan, I., Artanti Arubusman, D., Tatiana, Y., Transportasi dan Logistik Trisakti, I., & Besar Selatan, C. (2025). THE INFLUENCE OF THE ON-TIME PERFORMANCE, FLIGHT SCHEDULES, TICKET PRICES, AND PASSENGER SATISFACTION IN DETERMINING CUSTOMER LOYALTY IN INDONESIAN GARUDA AIRLINES. International Journal of Social Science (IJSS), 4, 2798–4079. https://doi.org/10.53625/ijss.v4i5.9705
Suki, N. M. (2014). Passenger satisfaction with airline service quality in Malaysia: A structural equation modeling approach. Research in Transportation Business & Management, 10, 26–32.
Syahrani, H., & Tamara, A. P. (2024). PENGARUH ON TIME PERFORMANCE TERHADAP LOYALITAS PENUMPANG MASKAPAI GARUDA INDONESIA DI BANDAR UDARA INTERNASIONAL SOEKARNO HATTA. In Jurnal Ilmiah Kajian Multidisipliner (Vol. 8, Issue 3).
Taylor, S. (1994). The effects of filled waiting time and service provider control over the delay on evaluations of service. Journal of the Academy of Marketing Science, 23(1), 38–48.
Templier, M., & Paré, G. (2015). A framework for guiding and evaluating literature reviews. Communications of the Association for Information Systems, 37, 112–137. https://doi.org/10.17705/1cais.03706
Truong, D., Pan, J. Y., & Buaphiban, T. (2020). Low cost carriers in Southeast Asia: How does ticket price change the way passengers make their airline selection? Journal of Air Transport Management, 86. https://doi.org/10.1016/j.jairtraman.2020.101836
Violin, V., Hasan, S., & Sufri, M. (2021). Pengaruh Konsep Low-Cost Carrier dan Kualitas Layanan terhadap Kepuasan dan Loyalitas Pelanggan pada Maskapai Lion Airlines di Indonesia. Journal of Management Science (JMS, 2(1).
Yimga, J. (2017). Airline on-time performance and its effects on consumer choice behavior. Research in Transportation Economics, 66, 12–25. https://doi.org/10.1016/j.retrec.2017.06.001
Yuen, E. F. T., & Chan, S. S. L. (2010). The effect of retail service quality and product quality on customer loyalty. Journal of Database Marketing and Customer Strategy Management, 17(3–4), 222–240. https://doi.org/10.1057/dbm.2010.13
Zulaichah. (2014). Pengaruh Fasilitas Bandar Udara Terhadap Kinerja Ketepatan Waktu Maskapai Penerbangan. WARTA ARDHIA Jurnal Perhubungan Udara, 40(4), 223–234.