The influence of perceived service quality towards customer satisfaction and Loyalty in Airasia self check-in system

Research output: Contribution to journalArticle

Abstract

The urgent needs for Airlines around the world, especially low-cost carrier to optimize earnings and reduce their operational costs accentuate the use of self-service technologies (SSTs) in their operating system, including their check-in process. The self-check-in system (online, mobile and at kiosk) is mainly offered to reduce costs, speed and enhance the customer's experience. Using adapted questionnaire from self-service technology quality (SSTQUAL) scale, this research aims to examine the service quality of airline self-check-in system and its impact on customer satisfaction and loyalty in an emerging market for a low-cost carrier, namely Airasia. Data for the study are collected from 123 passengers who have used the Airasia's self-check-in service and are analyzed using Pearson's correlation and Smart partial least square (SmartPLS). The result indicates that self-check-in service quality exhibits significant impact on customer satisfaction and customer loyalty. It also found that customer satisfaction fully mediates the relationship between perceived service quality and customer loyalty.

Original languageEnglish
Pages (from-to)766-775
Number of pages10
JournalJournal of Social Sciences Research
Volume2018
Issue numberSpecial Issue 2
DOIs
Publication statusPublished - 1 Jan 2018

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loyalty
customer
costs
Perceived service quality
Customer satisfaction
Customer loyalty
Loyalty
Customer Satisfaction
Self-service technology
Low-cost carriers
Costs
Airlines
questionnaire
market
experience

Keywords

  • Airasia
  • Customer loyalty
  • Customer satisfaction
  • Self Check-in service quality
  • SSTQUAL

ASJC Scopus subject areas

  • Arts and Humanities(all)
  • Social Sciences(all)
  • Economics, Econometrics and Finance(all)

Cite this

The influence of perceived service quality towards customer satisfaction and Loyalty in Airasia self check-in system. / Yusra, ; Agus, Arawati.

In: Journal of Social Sciences Research, Vol. 2018, No. Special Issue 2, 01.01.2018, p. 766-775.

Research output: Contribution to journalArticle

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