Enhancing Service Quality to Increase Customer Satisfaction: A Phenomenological Method of Low Cost Carrier Airlines Companies in Indonesia
Resista Vikaliana1, Yuli Evitha2
1Resista Vikaliana, Department of Logistics Management, Institut Ilmu Sosial dan Manajemen Stiami, Jakarta, Indonesia.
2Yuli Evitha, Department of Logistics Management, Institut Ilmu Sosial dan Manajemen Stiami, Jakarta, Indonesia.
Manuscript received on 19 October 2019 | Revised Manuscript received on 25 October 2019 | Manuscript Published on 02 November 2019 | PP: 965-973 | Volume-8 Issue-2S9 September 2019 | Retrieval Number: B11030982S919/2019©BEIESP | DOI: 10.35940/ijrte.B1103.0982S919
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© The Authors. Blue Eyes Intelligence Engineering and Sciences Publication (BEIESP). This is an open access article under the CC-BY-NC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/)
Abstract: The air transportation service industry sector is growing rapidly in Indonesia. Various strategies are done by airlines. However, there are also various problems that impact on the decline in quality of service resulting in the decreased customer satisfaction. The research is carried out to know what the problems and challenges faced on service quality (SERVQUAL) in Low Cost Carrier (LCC) Airlines Companies. In-depth interviews were employed in this study, also the questionnaires to triangulate the instruments. The research proved that the Low Cost Carrier (LCC) Airlines Companies still need a lot of improvements for the sake of comfort and safety.
Keywords: Service Quality; Customer Satisfaction; Low Cost Carrier (LCC).
Scope of the Article: Social Sciences