The Effect of Airline Reputation and Tariff on The Customer Experience in Aviation Services Industry in Indonesia

Abstract

All of Aviation Services Industry in Indonesia controlled the low-cost airline market
share (LCC) in Indonesia. It shows a trend shift of passengers in using airline services.
These conditions reflect that passengers tend to be disloyal to an airline. The study aims
to examining the effect of airline reputation and tariff on the customer experience in
aviation services industry in Indonesia. Quantitative approaches are used in this study.
The scientific units of this investigation are four national aircraft organizations that have
given traveler enrollments (Frequent Flyer) in particular Lion Air (Lion Air Passport),
Citylink (Supergreen Card), Air Asia (Big Loyalty Card) and Batik Air (Batik Frequent
Flyer Card). The populace in this investigation is all carrier travelers who are enlisted as
long standing customers in four national aircrafts. The perception was directed utilizing
cross area or one shoot time skyline. The sample size for the structural equation model
(SEM) is at least 200 observations. The scale of measurement in the questionnaire using
the Likert scale with 7 levels (1 = Very low 7 = Very good) is done to eliminate the
"neutral" option on the survey scale so that respondents are forced to vote. The findings
are reputation and tariff have significant influence on customer experience in the aviation
service in Indonesia. Tariff had a most influence in improving customer experience.
Affordability and suitability were found to be a significant trigger of tariff, directly
related to customer experience.