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The influence of Perceived Service Quality towards Customer Satisfaction and Loyalty in Airasia Self Check-in System

Author

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  • Yusra*

    (Universiti Kebangsaan Malaysia, Graduate School of Business (UKM-GSB), Malaysia Sekolah Tinggi Ilmu Ekonomi (STIE) Sabang, Banda Aceh, Indonesia)

  • Arawati Agus

    (Universiti Kebangsaan Malaysia, Graduate School of Business (UKM-GSB), Malaysia)

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.

Suggested Citation

  • Yusra* & Arawati Agus, 2018. "The influence of Perceived Service Quality towards Customer Satisfaction and Loyalty in Airasia Self Check-in System," The Journal of Social Sciences Research, Academic Research Publishing Group, pages 766-775:2.
    • Handle: RePEc:arp:tjssrr:2018:p:766-775
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    References listed on IDEAS

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    3. Lin, Jiun-Sheng Chris & Hsieh, Pei-Ling, 2011. "Assessing the Self-service Technology Encounters: Development and Validation of SSTQUAL Scale," Journal of Retailing, Elsevier, vol. 87(2), pages 194-206.
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