Analysis of Low Cost Carrier Implementation and Service Quality on Customer Satisfaction and Passenger Loyalty of Citilink Airlines

Authors

  • Elschilera Caesar Thoranya Faculty of Management and Business, Institut Transportasi dan Logistik Trisakti, Indonesia
  • Aisyah Rahmawati Faculty of Management and Business, Institut Transportasi dan Logistik Trisakti, Indonesia
  • Aditya Wardhana Faculty of Management and Business, Institut Transportasi dan Logistik Trisakti, Indonesia

DOI:

https://doi.org/10.38035/jim.v3i4.2128

Keywords:

LowCost Carrier, Service Quality, Customer Satisfaction, Customer Loyalty, Citilink Airline

Abstract

The purpose of this research project is to clarify how consumer satisfaction and customer loyalty are influenced by the deployment of lowcost carriers and service quality. This study uses a sample of 98 LowCost Carrier Citilink users using a quantitative methodology. A questionnaire was utilized in the survey, and SmartPLS 4.0 software was employed for analysis. The study found that while service quality and the use of low-cost carriers had a major impact on consumer satisfaction, they had no direct effect on customer loyalty. In the link between the use of low-cost carriers and service quality to customer loyalty, customer satisfaction plays a key mediating role.

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Published

2025-02-16

How to Cite

Thoranya, E. C., Rahmawati, A., & Wardhana, A. (2025). Analysis of Low Cost Carrier Implementation and Service Quality on Customer Satisfaction and Passenger Loyalty of Citilink Airlines. Jurnal Ilmu Multidisiplin, 3(4), 685–693. https://doi.org/10.38035/jim.v3i4.2128

Issue

Vol. 3 No. 4 (2025): Jurnal Ilmu Multidisplin (Januari-Maret 2025)

Section

Articles

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Copyright (c) 2025 Elschilera Caesar Thoranya, Aisyah Rahmawati, Aditya Wardhana

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