Analisis Pengaruh Kualitas Layanan Terhadap Penggunaan Low-Cost Carrier pada Penerbangan di Indonesia Menggunakan Structural Equation Modelling

Abstract

This research is motivated by the increase in the number of airline passengers in Indonesia. The type of airline that is a low-cost carrier is an airline that has a lot of interest, this can be seen from the existence of new airlines operating in Indonesia in 2021. LCC airlines are airlines that have a less good image in their flights, such as more frequent accidents than full-fledged airlines. carrier service, flight delays and flight cancellations are also frequent on LCC airlines. Therefore, this research aims to analyze passenger behavior in using LCC airlines using 2 theories, namely AIRQUAL and Theory of Planned Behavior. The number of samples obtained was 202 respondents who had used LCC airlines. In processing the data, SPSS Statistics 25 was used to test the reliability and validity of the questionnaire, while the data processing was carried out with the help of SmartPLS 4.0. The results of this research show that personal services, airline image and perceived behavior control have a positive and significant influence on the attitude variable and only the airline image and attitude variables influence behavior intention significantly and positively, and the behavior intention variable has a positive and significant influence on buying behavior