Optimizing customer satisfaction's influence on repurchase intentions: a study in the Indonesian low cost carriers airline context

Afrizal, Muhammad Ariel Zharfan (2023) Optimizing customer satisfaction's influence on repurchase intentions: a study in the Indonesian low cost carriers airline context. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

The primary objective of this research is to discern the causal connections among service quality, perceived value, customer satisfaction, and repurchase intention within the Low-Cost Carrier (LCC) airline industry in the Indonesian context. The increasing inclination of customers to opt for LCCs for frequent flights has spurred the interest of this researcher, prompting an investigation into the factors influencing customers to repeatedly choose the same airline for their flights. This study employs a quantitative analysis method, utilizing an online questionnaire distributed through various social media channels. A total of 265 respondents were initially gathered, with 54 valid responses collected for the preliminary test and 254 valid responses for the subsequent analysis. The collected data is scrutinized using SPSS 27 and AMOS 24, employing various tests such as validity, reliability, classical assumption tests, coefficient of correlations, model fit, and hypothesis testing. The outcomes indicate the acceptance of all hypotheses. In essence, service quality demonstrates a positive relationship with customer satisfaction and perceived value; perceived value exhibits a positive relationship with customer satisfaction, and ultimately, customer satisfaction manifests a positive association with repurchase intention. Consequently, this study contributes valuable insights to existing research on repurchase intention within the context of LCC airlines.

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