Comparison of Power Influence Factors Shaping Loyalty Indonesian Domestic Airlines

Reni Heviandri Riandarini, Ujang Sumarwan, Lilik Noor Yuliati, Yuliati .


Passenger perception of the quality of airline service LFA lower than the FSA for airline passengers pay the ticket realized with relatively cheaper rates. This study aimed to analyze the differences in causality between variables expected to affect the flight of customer loyalty. By using Structural Equation Modeling (SEM) this paper examines the relationship causal constructs quality of service, price, and satisfaction, to the image as well as customer loyalty and LFA, FSA flight. The results indicate that there are differences in causality between customer loyalty models of FSA with LFA. The quality of service and price together create satisfaction and encourage the creation of a good image in the minds of passengers FSA and LFA. Quality of service has a greater influence on satisfaction than the price effect and the direct effect on the image quality of service is greater than its indirect effect through satisfaction. FSA found that customer satisfaction does not encourage loyalty, customer satisfaction LFA opposite effect on passenger loyalty.

Keywords: Customer Satisfaction, Customer Loyalty, Low Fair Airline, Full Service Airlines

Full Text: PDF
Download the IISTE publication guideline!

To list your conference here. Please contact the administrator of this platform.

Paper submission email:

ISSN (Paper)2222-1905 ISSN (Online)2222-2839

Please add our address "" into your email contact list.

This journal follows ISO 9001 management standard and licensed under a Creative Commons Attribution 3.0 License.

Copyright ©