In the commercial airline’s industry, customer satisfaction is critical. Due to increasingly fierce competition, customer satisfaction can affect airlines’ customer decisions in providing recommendations for prospective customers. For this reason, this study aims to explore the determinant factors that influence customer satisfaction and recommendations for the top 10 airlines listed on the Skytrax list. Using the big data approach, this study collected data from 10.189 customer reviews from 2012 to 2019. Based on the results of statistical analysis using binary logistic regression techniques, it was found that out of 7 factors, only 5 significantly influenced customer recommendations, namely airline rate, seat comfort, cabin staff service, food and beverages, and value for money. In-flight entertainment and ground services were not significant. The findings of this study contribute to strengthening the literature related to customer satisfaction in the airline sector, as well as managerial contributions to be used as a reference for airlines in improving service quality, particularly for long international flights.
| Published by | Universitas Negeri Jakarta |
| Journal Name | Jurnal Pendidikan Ekonomi & Bisnis (Edisi Elektronik) |
| Contact Phone | - |
| Contact Name | - |
| Contact Email | - |
| Location | Kota adm. jakarta timur, Dki jakarta INDONESIA |
| Website | jpeb| http://journal.unj.ac.id/unj/index.php/jpeb| |
| ISSN | ISSN : -, EISSN : -, DOI : -, |
| Core Subject | Economy, |
| Meta Subject | Economics, Econometrics & Finance, |
| Meta Desc | Jurnal Pendidikan Ekonomi & Bisnis (Edisi Elektronik) |ISSN: 2302-2663 (Online)| is published by Faculty of Economics, Universitas Negeri Jakarta. Jurnal Pendidikan Ekonomi & Bisnis (Edisi Elektronik), an electronic journal, provides a forum for publishing the original research articles, review articles from contributors, and the novel technology news related to economics education and business. This journal encompasses original research articles, review articles, and short communications, including: (1) Economics Education; (2) Business; (3) Entrepreneurship, and (4) Education Management. |
| Penulis | Lestari, Yuliani Dwi , Murjito, Eko Agus |
| Publisher Article | Faculty of Economics, State University of Jakarta. |
| Subtitle Article | Jurnal Pendidikan Ekonomi Dan Bisnis (JPEB) Vol 8 No 1 (2020): Jurnal Pendidikan Ekonomi & Bisnis (DOAJ & SINTA 2 Indexed) |
| Scholar Google | http://scholar.google.com/scholar?q=%2Bintitle%3A&… |
| View Article | http://journal.unj.ac.id/unj/i… |
| DOI | https://doi.org/10.21009/JPEB.008.1… |
| DOI Number | DOI: 10.21009/JPEB.008.1.4 |
| Download Article [1] | http://journal.unj.ac.id/unj/index.php/j… |
| Download Article [2] | http://download.garuda.ristekdikti.go.id… |
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