PENGARUH DELAY, PERCEIVED FARE, COMPLAINT HANDLING, DAN CORPORATE IMAGE TERHADAP NIAT PENUMPANG UNTUK MELAKUKAN PEMBELIAN ULANG TIKET PERJALANAN DOMESTIK MASKAPAI PENERBANGAN NASIONAL

ABSTRAK: Tujuan dari penelitian ini adalah: 1) Untuk menguji secara empiris pengaruh delay terhadap niat penumpang untuk melakukan pembelian ulang tiket penerbangan domestik Lion Air. 2) Untuk menguji secara empiris pengaruh perceived fare terhadap corporate image dalam benak penumpang domestik Lion Air. 3) Untuk menguji secara empiris pengaruh complaint handling terhadap corporate image dalam benak penumpang domestik Lion Air. 4) Untuk menguji secara empiris pengaruh perceived fare terhadap niat penumpang untuk melakukan pembelian ulang tiket penerbangan domestik Lion Air. 5) Untuk menguji secara empiris pengaruh complaint handling terhadap niat penumpang untuk melakukan pembelian ulang tiket penerbangan domestik Lion Air. 6) Untuk menguji secara empiris pengaruh corporate image terhadap niat penumpang untuk melakukan pembelian ulang tiket penerbangan domestik Lion Air. Pengumpulan data dilakukan dengan menyebar kuesioner kepada 200 responden menggunakan teknik purposive sampling. Teknis analisis data menggunakan metode SEM (Structural Equation Model ) dari paket statistik LISREL versi 8.8. Hasil penelitian menunjukkan bahwa: 1) Delay memiliki pengaruh negatif terhadap repurchase intention dengan t-value sebesar -2.823. 2) Perceived price memiliki pengaruh positif terhadap corporate image dengan t-value sebesar 4.118. 3) Complaint handling memiliki pengaruh positif terhadap corporate image dengan t-value sebesar 3.885. 4) Persepsi tarif memiliki pengaruh positif terhadap repurchase intention dengan t-value sebesar 4.756. 5) Complaint handling memiliki pengaruh positif terhadap repurchase intention dengan t-value sebesar 6.435. 6) Corporate image memiliki pengaruh positif terhadap repurchase intention dengan t-value sebesar 8.186. ABSTRACT: The objectives of this study are: 1) To empirically test the effect of delay on passengers’ intention to repurchase a domestic flight ticket from Lion Air. 2) To empirically test the effect of perceived fare on corporate image of Lion Air in the minds of its domestic passengers. 3) To empirically test the effect of complaint handling on corporate image of Lion Air in the minds of its domestic passengers. 4) To empirically test the effect of perceived fare on passengers’ intention to repurchase a domestic flight ticket from Lion Air. 5) To empirically test the effect of complaint handling passengers’ intention to repurchase a domestic flight ticket from Lion Air. 6) To empirically test the effect of corporate image of Lion Air on passengers’ intention to repurchase a domestic flight ticket from Lion Air. Data were collected from 200 respondents using purposive sampling method. Structural Equation Modelling (SEM) on LISREL 8.8 was used to analyze the data. The results of this study showed that: 1) Delay has a negative effect on repurchase intention with a t-value of -2.823. 2) Perceived fare has a positive effect on corporate image with a t-value of 4.118. 3) Complaint handling has a positive effect on corporate image with t-value of 3.885. 4) Perceived fare has a positve effect on repurchase intention with a t-value of 4.756. 5) Complaint handling has a positive effect on repurchase intention with a t-value of 6.435. 6) Corporate image has a positive effect on repurchase intention with a t-value of 8.186

Modeling of Service Supply Chain and Its Relationship on Repurchase Intention: Case study of Lion Air’s in Indonesia

Abstract— Over the past decade, the air travel passengers in Indonesia was recorded high and increased time to time. However, besides the big opportunities, the air travel providers have faced numerous issues such as airlines operation. In conjunction with the issue, this study aims to investigate the model of service supply chain and its relationship on repurchase intention in Lion Airlines. The design of this study is quantitative approach through survey questionnaire. A total of 200 passengers have participated in this study and the data analyzed using structural equation modeling that assisted by LISREL-8. The results of analysis show that Service supply chain and Complaint Handling have a significant and positive relationship on Corporate Image. Also, this study found that Delay has negatively and significant effect on Repurchase Intention. Service supply chain, Complaint Handling and Corporate Image have a significant positive relationship on Repurchase Intention. In conclusion, this study suggests the airlines must improve their strategies to provide the best service to passengers. It aims to increase their repurchase intention for Lion Airlines.Keywords— Service supply chain, Delay, Complaint Handling, Corporate Image, Repurchase Intention