Report about Passengers Satisfaction Toward Airline Service Quality in Indonesia 2013

Report date: November 2013

Creator: Nusaresearch team

PASSENGERS SATISFACTION

TOWARD AIRLINE SERVICES

QUALITY

Research time: 05.9.2013 – 25.9.2013

Based on Nusaresearch’s panelist

A. Executive summary[1] Most Respondents had at least travelled by plane once to two times in the last 6 months

(February – August 2013)

• More than 70% of the surveyed respondents have at least ever traveled by plane for once to two times. And, there were 8.3% of the

respondents who have ever traveled by air for more than five times in the last 6 months.

• There is a slight difference with regard to the frequency of traveling by Air between Male and Female, where out of 214 male

respondents, 34.6% have ever traveled for at least one time, while out of 242 female respondents, 37.6% and 35.1% have ever

traveled by air for one time and two times, respectively.

• The frequency of traveling by air varied slightly across the Age Groups. There are 40.4% of 235 respondents aged under 20 – 29

years old and 31.7% of 221 respondents aged above 30 years old who have ever traveled once by airplane in recent 6 months.

• Most respondents with lower monthly household expenditure have ever traveled for one time (49.6%), while respondents with

middle expenditure have mostly ever traveled by air for two times (35.3%). And finally, most respondents from upper monthly

expenditure traveled by air for two times which account for 36.1% compared to 25% of respondents who travelled once in the last 6

months.

[2] The Top Three Airline the respondents travelled on are Lion Air, Garuda Indonesia and Airasia

•There are some quite significant differences among top three Airlines. Lion Air is the most preferred Airline which account for

34.9% of the respondents (159 passengers). In addition, there is a significant difference on the number of respondents who have

traveled with Garuda Indonesia compared to those have traveled with Lion Air, which account for 25.4% or 116 passengers.

•Categorized by gender, it is obvious that both male and female respondents prefer to travel by Lion air, Garuda and Airasia. Among

those respondents, 38.8% of male respondents had experience of traveling with Lion Air, whereas 31.4% of female respondents had

experience of flying with Lion Air.

•Both respondents aged under 20 – 29 years old and aged above 30 years old preferred to travel with Lion Air which account for

38.5% and 31.5%, respectively. Meanwhile, in the second place, there is Garuda Indonesia that has been chosen by 26% of

respondents aged under 20 – 29 years old and 24.9% of respondents aged above 30 years old.

•There are 27.1% of respondents with higher monthly household expenditure who chose Garuda Indonesia as their reliable Airline to

fly with. Meanwhile, Lion Air was also chosen by more than 30% respondents from each groups of monthly household expenditure.

A. Executive summary[3] There is a significant difference on the route of traveling, where 89.9% respondents had domestic flight

experience in the last 6 months

• There are almost 90% of surveyed respondents have travelled by plane for domestic destination and there is only 10.1% of 456

respondents who have traveled by air for international destination.

•There is a slight difference of percentage between male and female respondents who have ever traveled within Indonesia which

account for 92.5% and 87.6% respectively. Meanwhile, there is at least 12.4% of the female respondents who have ever experienced

international flight in the last 6 months.

•There is 11.5% of respondents aged under 20 – 29 years old who have traveled overseas, whereas more respondents aged above 30

years old have mainly travelled to domestic destination (91.4%) compared to those who have traveled overseas (8.6%).

•Domestic air travel is dominated by 90% of respondents with lower and middle monthly household expenditure. However, there is

no significant difference when it is compared to those respondents with higher expenditure, which account for 87.5%. Meanwhile, it

is obvious that those respondents with higher expenditure had more International air travel which account for 12.5%.

[4] The Air Travel is dominated by business, in-holiday and leisure Passengers

• There are almost 38% of the respondents who had family holidays trip, whereas there are 32.2% of respondents who were in

corporate or business trip and finally 21.9% are leisure passengers who spent traveling time for shopping.

•For male respondents, they chose air travel mainly for corporate/business trip which accounts for 42.1%, whereas female

respondents had experience traveling by plane for family holidays which accounts for 44.2% compared to only 23.6% of female

respondents who had business trip in recent 6 months.

•The occasion for traveling varied slightly between the two age groups. Most respondents aged under 20 – 29 years old have

traveled by plane for family holidays which accounts for 37.9%. Otherwise, there are 40.3% respondents aged above 30 years old

who have traveled for business purpose.

•However, there is quite considerable difference between these two age groups in term of their occasion for Leisure trip. There are

27.2% respondents aged 20 – 29 years old who have traveled for leisure trip whereas there is only 16.3% of respondents aged above

30 years old who have traveled for leisure.

•Most respondents with lower and middle expenditure chose air travel for family holidays which accounts for 40.3% and 40.5%

respectively. In contrast, those respondents with higher monthly household expenditure traveled for corporate/business trip (38.2%).

[5] Economy Class was the most preferred seat/fare class for Respondents to have flight experience with the

selected Airline

• There are 87.7% of respondents who had flight experience with Economy seat class. Meanwhile, there are only 11.6% of

respondents who prefer to choose executive class for a trip to their destination city.

• There is a slight difference between male and female respondents who have traveled with economy class which account for

87.4% and 88% respectively. In contrast, there are more male respondents (12.1%) who chose executive class for their air travel

compared to female respondents (11.2%).

• Both respondents aged under 20 – 29 years old and above 30 years old chose the lower price of air ticket where they travelled

with economy class. Meanwhile, there are total of 23.2% respondents of both age groups who chose executive class for their

flight experience with the selected Airline.

• Higher expenditure respondents score highest percentage of having flight experience with Executive Airfare Class. There are

13.9% of respondents with higher expenditure who took executive airfare/seat class. Meanwhile, there are no significant

difference among respondents who have flight experience with economy airfare class, where more than 80% of respondents from

each expenditure groups chose economy class on their last travel in recent 6 months.

[6] The average ticket price purchased is ranged from IDR 700.001 to IDR 900.000

• From various kind of airfare class the respondents traveled on, IDR 700.001 toIDR 900.000 is the average ticket price they

bought when traveling last time in the last 6 months (February – August 2013).

• Most of male respondents bought their airfare for IDR 500.001 – IDR 700.000 which accounts for 23.8%. Meanwhile, 19.8% of

female respondents admited that they bought the ticket for IDR 700.001 – IDR 900.000.

• There are 23.1% of respondents aged above 30 years old admitted that they spent IDR 500.001 – IDR 700.000 for their flight

ticket when traveling last time in recent 6 months. Meanwhile, respondents aged under 20 – 29 years old mostly purchased the

ticket that ranged from IDR 700.001 – IDR 900.000.

• Most respondents with lower expenditure bought the ticket that ranged from IDR 300.000 to IDR 700.000, while the higher

expenditure respondents mostly traveled by plane with the price ranged from IDR 500.001 – IDR 900.000.

A. Executive summary

[7] Online payment is the most preferred method to make a flight ticket reservation

• The respondents prefer to make flight / ticket reservation in different ways, where most respondents chose online services as their

mode of flight ticket reservation. In the second place, respondents chose to arrange their flight travel to the travel agency and

official reservation office, which accounts for 26.3% and 23.9% respectively.

• Categorized by gender, the top three of most preferred method of ticket reservation are Online reservation, travel agency and

official reservation office. More than 40% of both male and female respondents chose online service as the reliable method of

booking a flight ticket.

• There is a significant difference on the number of respondents between two age groups who chose travel agency to arrange their

flight ticket. There is only 19.6% of respondents aged under 20 – 29 years old entrusted travel agency, while 33.5% of 221

respondents aged above 30 years old chose travel agency to arrange their flight ticket. However, online reservation is the most

preferred method for both age group to make a flight reservation with.

• Respondents from different group of MHE chose online reservation as their most reliable method for flight ticket reservation.

Furthermore, official reservation office is their second preference to arrange their travel with. where there are 28.8% of lower

expenditure respondents chose this method.

[8] Almost 75% of participated respondents are satisfied with Pre-flight services quality of the Airline they

traveled on last time in the recent 6 months

• Percentage of respondents who feel satisfied with the Pre-flight services quality of the selected Airline they traveled on last time is

quite high which leads to high satisfaction mean of 3.906.

• There is no significant difference on satisfaction mean value either between male and female or between passengers aged under 20

– 29 years old and passengers aged above 30 years old.

• Meanwhile, there is slight difference on satisfaction mean value when it is categorized by monthly household expenditure level.

The respondents with middle expenditure of IDR 2.000.001 – IDR 4.000.000 were more satisfied with the services provided by the

selected Airline before the flight with satisfaction mean of 3.93.

• Based on the top three of most prefered Airline selected by respondents, it is obvious that in general, all travelers achieved mean

satisfaction score of over 3.50. There are 70 passengers who were satisfied with Airasia Pre-Flight services, while there are slight

difference on satisfaction mean value between Lion Air passengers and Garuda Indonesia passengers, which accounts for 3.84 and

4.10, respectively.


[8.1] Satisfaction level of Passengers differs from item to item of Pre-Flight Airline Services (Reliability)

Among all items of Pre-Flight services, Airline website, Seamless online sales system and Knowledgeable employees are voted as

the top three Pre-Flight services (reliability) on their last experience of flying with the selected Airline, with satisfaction mean of

4.23, 4.07 and 4.00 respectively. In contrast, respondents are less satisfied with their experience of using web check-in service

through dedicated website of their chosen Airline.

[8.2] Passengers are satisfied overall with the Pre-Flight Airline Services (Responsiveness)

• The passengers are most satisfied with the availability of flight routes to many destination city, thus they found no difficulties on

arranging their flight schedule as there were lot of choices of convenient flight time/schedule and routes everyday.

• In fact, 82.6% and 80.5% surveyed passengers were satisfied with the availability of flight route and convenient flight choices,

respectively. Otherwise, passengers participated on survey are less satisfied with baggage allowance rule, Airline responsiveness

toward emergency condition and Airline punctuality of departure and arrival time, which leads to lower mean score of 3.54. 3.72

and 3.77 respectively.

[8.3] More than 80% surveyed respondents were satisfied with the availability of payment options/channels

offered

Among all items of Pre-Flight services (pricing and transaction), passengers are most satisfied with wide mode of payment

channels that their chosen Airline provided. With various options of payment channels available, passengers can proceed the

ticket payment through credit card, direct debit or ATM. Moreover, there are 10.6% of respondents participated on survey who

had no such good experience or impression on ticket price promotion availability that their selected Airline offered.


[9] Satisfaction level of passengers toward In-Flight Airline services is slightly higher than passengers’

satisfaction toward Pre-Flight services

• There are 72.9% of participated respondents who are satisfied with In-flight services quality of their chosen Airline compared to

4.70 of dissatisfied percentage. Percentage of respondents who feel satisfied with the In-flight services quality is quite high which

leads to high satisfaction mean of 3.936.

• Generally, all groups achieved high mean satisfaction score of over 3.90 where the highest mean score is 3.99, indicated that

respondents with middle expenditure were highly satisfied with the In-flight services they got during their trip.

• From the top three of most preferred Airline, 116 passengers were more satisfied with Garuda Indonesia In-Flight services compared

to 159 respondents traveling with Lion Air which has a little lower satisfaction mean of 3.84.

[9.1] The Air traveller had relatively positive impression on some of the tangible facilities provided on the plane

More than 80% of surveyed respondents agreed that their chosen airline has clean cabin room, comfortable and nice interior and

well-equipped safety percussion. Meanwhile, the respondents were less satisfied with the in-flight shopping offering as well as the

seats on the plane that made them uncomfortable during the flight which leads to lower satisfaction mean of 3.42 and 3.77,

respectively. Finally, there were 75.9% passengers who admitted that they felt safe when traveling with the Airline they chose.

[9.2] The Respondents were highly satisfied with the Flight Attendant Performance during the flight

In term of courtesy of the cabin crew, more than 85% of respondents participated on survey were satisfied with the attractiveness of

the cabin crew both the dressing and appearance; the friendliness, politeness and language competency of the cabin crew; and also

well-presented safety rules. In contrast, although the passengers are highly satisfied with the cabin crew performance during flight,

only 48.7% admitted that they did not get much individual attention from the cabin crew, which leads to lower satisfaction mean

score (3.50).


[10] The Passengers’ satisfaction level toward Post-Flight services quality is not as high as the satisfaction

level toward In-Flight services quality

• Less than 60% passengers participated in the survey were satisfied with Post-flight services quality of their chosen airline when

traveling last time with satisfaction mean score of 3.721.

• The satisfaction mean score for Post-Flight Airline services ranged from 3.67 to 3.74, where those passengers with middle

expenditure has highest figure (mean=3.74) and those with higher monthly household expenditure has lowest figure (mean=

3.67). However, there is no significant difference among categories.

• The satisfaction mean score for Post-Flight Airline services when being categorized by selected Airlines ranged from the lowest

of 3.63 to the highest of 3.86. The passengers who have ever traveled with Garuda Indonesia admited that they were satisfied with

the overall post-flight airline service quality. Meanwhile, 70 Airasia passengers were satisfied with the overall post-flight services

provided which leads to satisfaction mean score of 3.80.

[10.1] Satisfaction level of passengers differ from item to item of Post-Flight Airline services quality

In term of Airline Post-flight services quality, the satisfaction level is not as high as the satisfaction level on In-flight services

quality. 71.1% passengers felt satisfied with the appreciation that the Airline gave toward their feedback and concern on their

experience traveling with the chosen Airline.


B. Research information

Research method : Quantitative research (Online survey)

Timing : 05.9.2013 – 25.9.2013

Sample size : 456

Research area : Nationwide (Indonesia)

Target : Male & Female aged 17 years old and over; and ever

used Airline services in last 6 months (February-August 2013)

Research objectives : Find out how factors affect the passengers’ satisfaction

on Airline services quality and perform regression analysis of

satisfaction

Sampling method : Internet sampling (Nusaresearch panel)

Part 1. Respondents’ Experience on Traveling by Airplane

Part 2.Overall Passengers Satisfaction toward Airline Services Quality

Part 3. Regression analysis on Passengers Satisfaction toward Airline Services Quality

B. Research Findings

More than 70% of the surveyed respondents had at least ever traveled by plane for once to two times. And, there were 8.3% of the

respondents who had ever traveled by air for more than five times in the last 6 months.

Most Passengers had at least travelled by plane once to two times in the last 6 months

Figure 1. Frequency of Traveling by Air in recent 6 months

Q. How many time(s) have you ever traveled by plane in recent 6 months? [SA] Based on n=456

1. Frequency of Traveling by Air in the last 6 months (Feb – Aug 2013)

(Unit: %)

36.234.9

10.18.6

2.0

8.3

0.0

10.0

20.0

30.0

40.0

50.0

Once Two times Three times Four Times Five Times More than Five Times

The figure below shows the frequency of traveling by plane in the last 6 months between male and female respondents. There is no

significant difference, where out of 214 male respondents, 34.6% have ever traveled for at least once and two times, while out of 242

female respondents, 37.6% and 35.1% have ever traveled by air for one time and two times, respectively.

Figure 2. Frequency of Traveling by Air in recent 6 months – By Gender

Q. How many time(s) have you ever traveled by plane in recent 6 months? [SA] Based on n=456 (Unit: %)


There is a slight difference with regard to the frequency of traveling by Air between Male and Female

9.8

2.8

9.3

8.9

34.6

34.6

0.0 10.0 20.0 30.0 40.0

More than Five Times

Five Times

Four Times

Three times

Two times

Once

Male (n=214)

7.0

1.2

7.9

11.2

35.1

37.6

0.010.020.030.040.0


Five Times

Four Times

Three times

Two times

Once

Female (n=242)

It can also be clearly seen that the frequency of traveling by plane varied slightly across the age groups. There are 40.4% of 235

respondents aged under 20 – 29 years old and 31.7% of 221 respondents aged above 30 years old who have ever traveled once by airplane

in recent 6 months.

Figure 3. Frequency of Traveling by Air in recent 6 months – By Age



The frequency of traveling by air varied slightly across the Age Groups

8.1

1.7

6.0

9.8

34.0

40.4

0.0 10.0 20.0 30.0 40.0 50.0


Five Times

Four Times

Three Times

Two Times

Once

Under 20-29 y/o (n=235)

8.6

2.3

11.3

10.4

35.7

31.7

0.010.020.030.040.050.0


Five Times

Four Times

Three Times

Two Times

Once

Above 30 y/o (n=221)

From the figure below, it can be concluded that respondents with lower monthly household expenditure mostly have ever traveled for one

time in recent 6 months (49.6%), while respondents with middle expenditure have mostly ever traveled by air for two times (35.3%). And

finally, most respondents from upper monthly expenditure traveled by air for two times which account for 36.1% compared to 25% of

respondents who travelled once in the last 6 months.

Figure 4. Frequency of Traveling by Air in recent 6 months – By Monthly Household Expenditure



Most respondents with lower MHE had at least travelled by plane once to two times

Once Two times Three times Four Times Five TimesMore than Five

Times

Rp. 2.000.000 and lower (n=139) 49.6 33.1 10.1 3.6 1.4 2.2

RP. 2.000.001 - Rp. 4.000.000 (n=173) 34.7 35.3 12.1 9.8 1.2 6.9

Rp. 4.000.001 and over (n=144) 25.0 36.1 7.6 11.8 3.5 16.0

0.0

10.0

20.0

30.0

40.0

50.0

60.0

Q. What Airline did you choose for traveling last time in recent 6 months? [SA] Based on n=456

The chart below give information about the Airline company chosen by respondents when traveling last time in recent 6 months. It is

immediately obvious that there are some quite significant differences among top three Airline. Lion Air is the most preferred Airline

which account for 34.9% of the respondents (159 passengers). In addition, the chart shows a significant difference on the number of

respondents who have traveled with Garuda Indonesia compared to those have traveled with Lion Air, which account for 25.4% or 116

passengers.

Figure 5. Airline Chosen for Traveling Last Time in recent 6 months

(Unit: %)

2. The Airline chosen for Traveling Last Time in recent 6 months

The Top Three Airline the respondents travelled on are Lion Air, Garuda Indonesia and Airasia

34.9

25.4

15.4

9.0

6.1

2.4 2.2 0.9 0.7 0.4

0.0

10.0

20.0

30.0

40.0

50.0

Lion Air GarudaIndonesia

Airasia Sriwijaya Air Citilink Merpati Mandala Batik Air Jetstar SingaporeAirlines

Categorized by gender, it is obvious that both male and female respondents prefer to travel by Lion air, Garuda and Airasia. Among those

respondents, 38.8% of male respondents had experience of traveling with Lion Air, whereas 31.4% of female respondents had experience

of flying with Lion Air.

Figure 6. Airline Chosen for Traveling Last Time in recent 6 months – By Gender

Q. What Airline did you choose for traveling last time in recent 6 months? [SA] Based on n=456 (Unit: %)


Most of Male and Female respondents prefered to travel with Lion Air, Garuda Indonesia and Airasia

0.0

0.0

0.0

0.5

2.8

8.9

8.4

13.6

24.3

38.8

0.0 10.0 20.0 30.0 40.0 50.0

Singapore Airlines

Jetstar

Batik Air

Mandala

Merpati

Citilink

Sriwijaya Air

Airasia

Garuda

Lion Air

Male (n=214)

0.8

1.2

1.7

3.7

2.1

3.7

9.5

16.9

26.4

31.4

0.010.020.030.040.0

Singapore Airlines

Jetstar

Batik Air

Mandala

Merpati

Citilink

Sriwijaya Air

Airasia

Garuda

Lion Air

Female (n=242)


Figure 7. Airline Chosen for Traveling Last Time in recent 6 months – By Age Group

Both respondents aged under 20 – 29 years old and respondents aged above 30 years old preferred to travel with Lion Air which account

for 31.5% and 38.5% , respectively. Meanwhile, in the second place, there is Garuda Indonesia that has been chosen by 26.0% of

respondents aged under 20 – 29 years old and 24.9% of respondents aged above 30 years old.

(Unit: %)


Categorized by Age group, Lion Air is the most preferred Airline to fly with

0.0

0.9

0.9

1.7

3.4

5.1

10.2

16.2

26.0

31.5

0.0 10.0 20.0 30.0 40.0 50.0

Singapore Airlines

Jetstar

Batik Air

Mandala

Merpati

Citilink

Sriwijaya Air

Airasia

Garuda

Lion Air

Under 20 - 29 y/o (n=185)

0.9

0.5

0.9

2.7

1.4

7.2

7.7

14.5

24.9

38.5

0.010.020.030.040.050.0

Singapore Airlines

Jetstar

Batik Air

Mandala

Merpati

Citilink

Sriwijaya Air

Airasia

Garuda

Lion Air



There are 27.1% of respondents with higher monthly household expenditure who chose Garuda Indonesia as their reliable Airline to fly

with. Meanwhile, Lion Air was also chosen by more than 30% respondents from each groups of monthly household expenditure.

Figure 8. Airline Chosen for Traveling Last Time in recent 6 months – By MHE

(Unit: %)


Garuda Indonesia is dominated by passengers with higher monthly household expenditure

Lion AirGaruda

IndonesiaAirasia

SriwijayaAir

Citilink Merpati Mandala Batik Air JetstarSingapore

Airlines

Rp. 2.000.000 and lower (n=139) 33.1 24.5 12.2 11.5 5.8 4.3 3.6 1.4 0.0 0.0

RP. 2.000.001 - Rp. 4.000.000 (n=173) 35.8 24.9 19.1 9.2 4.6 2.3 1.2 0.6 0.6 0.6

Rp. 4.000.001 and over (n=144) 35.4 27.1 13.9 6.3 8.3 0.7 2.1 0.7 1.4 0.7

0.0

5.0

10.0

15.0

20.0

25.0

30.0

35.0

40.0

The chart below shows that almost 90% of surveyed respondents have travelled by plane for domestic destination and there is only

10.1% of 456 respondents who have traveled by air for international destination.

Figure 9. Travel Route

Q. Please tell us what travel route you had when traveling last time in recent 6 months? [SA] Based on n=456

89.9

10.1

Domestic Route

International Route

(Unit: %)

3. The Travel Route

There is a significant difference on the route of traveling, where 89.9% respondents had domestic flight experience

in the last 6 months

Both male and female took domestic travel on their last experience of traveling by plane in recent 6 months. There is slight difference

of percentage between male and female respondents who have ever traveled within Indonesia which account for 92.5% and 87.6%

respectively. Meanwhile, there is at least 12.4% of the female respondents who have ever experienced international flight in the last 6

months (February – August 2013).

Figure 10. Travel Route – By Gender

Q. Please tell us what travel route you had when traveling last time in recent 6 months? [SA] Based on n=456 (Unit: %)

3. The Travel Route

The travel route is dominated by Domestic flight

92.587.6

7.512.4

0.0

10.0

20.0

30.0

40.0

50.0

60.0

70.0

80.0

90.0

100.0

Male (n=214) Female (n=242)

Domestic Route International Route

There is 11.5% of respondents aged under 20 – 29 years old who have ever traveled overseas, whereas more respondents aged above 30

years old have mainly travelled to domestic destination (91.4%) compared to those who have traveled overseas (8.6%).

Figure 11. Travel Route – By Age Group

Q. Please tell us what travel route you had when traveling last time in recent 6 months? [SA] Based on n=456 (Unit: %)

3. The Travel Route

11.5% of the Fliers aged under 20 – 29 years old were International Travelers

88.5

91.4

11.5

8.6

0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0

Under 20 - 29 y/o (n=235)


International Route Domestic Route

However, there is no significant difference when it is compared to those respondents with higher expenditure which account for 87.5%.

Meanwhile, it is obvious that those respondents with higher expenditure had more International air travel which account for 12.5%.

Figure 12. Travel Route – By MHE

Q. Please tell us what travel route you had when traveling last time in recent 6 months. [SA] Based on n=456 (Unit: %)

3. The Travel Route

Domestic air travel is dominated by 90% of respondents with lower and middle monthly household expenditure

90.6 91.387.5

9.4 8.712.5

0.0

10.0

20.0

30.0

40.0

50.0

60.0

70.0

80.0

90.0

100.0

Rp. 2.000.000 and lower (n=139) RP. 2.000.001 - Rp. 4.000.000 (n=173) Rp. 4.000.001 and over (n=144)

Domestic Route International Route

The chart below give information on the respondents’ occasion when having air travel last time in recent 6 months. It can be clearly seen

that there are almost 38% of the respondents who had family holidays trip. whereas there are 32.2% of respondents who were in corporate

or business trip and finally 21.9% are leisure passengers who spent traveling time for shopping.

Figure 13 Travel Occasion

Q. On what occasion you traveled by air last time in recent 6 months? [SA] Based on n=456

4. The Travel Occasion

The Air Travel is dominated by Business, In-holiday and Leisure Passengers

37.9

32.2

21.9

1.5 0.9 0.9 0.7 0.4 0.2

3.3

0.0

5.0

10.0

15.0

20.0

25.0

30.0

35.0

40.0

The bar chart below shows how people in different gender mostly spent their time traveling for corporate/business trips, family holidays as

well as spent their leisure time for shopping. For male respondents, they chose air travel mainly for corporate/business trip which accounts

for 42.1%, whereas female respondents had experience traveling by plane for family holidays which accounts for 44.2% compared to only

23.6% of female respondents who had business trip in recent 6 months.

Figure 14 Travel Occasion – By Gender

Q. On what occasion you traveled by air last time in recent 6 months? [SA] Based on n=456


The Air Traveler spent time traveling for Business Trip, Leisure and Family Holidays

3.3

0.0

0.5

0.5

0.9

1.4

1.9

18.7

30.8

42.1

0.0 10.0 20.0 30.0 40.0 50.0

others

Honeymoon Travel

Adventure Holiday

Attended music concert

Health Check Up

Religious Travel

Study tour for cultural visit

Leisure travel / shopping

Family holidays

Corporate/business trip

Male (n=214)

3.3

0.4

0.4

0.4

0.4

1.2

1.2

23.6

24.8

44.2

0.010.020.030.040.050.0

others

Honeymoon Travel

Religious Travel

Health Check Up


Adventure Holiday




Family holidays

Female (n=242)

The figure below shows how people in different age groups spent their time traveling for different occasion. Most respondents aged under

20 – 29 years old have traveled by plane for family holidays which accounts for 37.9%. Otherwise, there are 40.3% respondents aged

above 30 years old who have traveled for business purpose.

However, there is quite considerable difference between these two age groups in term of their occasion for Leisure trip. There are 27.2%

respondents aged 20 – 29 years old who have traveled for leisure trip whereas there is only 16.3% of respondents aged above 30 years

old who have traveled for leisure trip.

Figure 15. Travel Occasion – By Age Group

Q. On what occasion you traveled by air last time in recent 6 months [SA] Based on n=456


Respondents aged above 30 years old travelled by plane mainly for Corporate/Business purpose

4.3

0.0

0.9

0.9

1.3

1.3

1.7

24.7

27.2

37.9

0.0 10.0 20.0 30.0 40.0 50.0

others

Honeymoon Travel

Health Check Up


Adventure Holiday

Religious Travel




Family holidays

Under 20-29 y/o (n=235)

2.3

0.0

0.5

0.5

0.5

0.5

1.4

16.3

38.0

40.3

0.010.020.030.040.050.0

others


Adventure Holiday

Honeymoon Travel

Religious Travel

Health Check Up



Family holidays



Most of respondetns with lower and middle expenditure chose air travel for family holidays which accounts for 40.3% and 40.5%

respectively. In contrast, those respondents with higher monthly household expenditure traveled for corporate/business trip (38.2%).

Figure 16. Travel Occasion – By MHE

Q. On what occasion you traveled by air last time in recent 6 months? [SA] Based on n=456 (Unit: %)


The Occasion for traveling varied slightly among group of monthly household expenditure

Familyholidays

Corporate/business

trip

Leisuretravel /

shopping

StudyTour forcultural

visit

AdventureHoliday

HealthCheck-up

Attendedmusic

concert

Honeymoons Travel

ReligiousTravel

Others

Rp. 2.000.000 and lower (n=139) 40.3 25.9 19.4 4.3 2.2 0.7 0.7 0.0 0.0 6.5

RP. 2.000.001 - Rp. 4.000.000 (n=173) 40.5 32.4 21.4 0.6 0.0 1.2 0.6 0.6 1.2 1.7

Rp. 4.000.001 and over (n=144) 32.6 38.2 25.0 0.0 0.7 0.0 0.0 0.0 1.4 2.1

0.0

5.0

10.0

15.0

20.0

25.0

30.0

35.0

40.0

45.0

There are 87.7% of respondents who had flight experience with Economy seat class. Meanwhile, there are only 11.6% of respondents

who prefer to choose executive class for a trip to their destination city.

Figure 17. Seat / Fare Class Options

Q. What was your seat class choice when traveling by plane last time? [SA] Based on n=456 (Unit: %)

5. The Seat / Fare Class Options

Economy Class was the most preferred seat class for Respondents to have flight experience with the selected Airline

87.7

11.6

0.7 0.0

10.0

20.0

30.0

40.0

50.0

60.0

70.0

80.0

90.0

100.0

Economy Class Executive Class First Class

There is a slight difference between male and female respondents who have traveled with economy class which account for 87.4% and

88% respectively. In contrast, there are more male respondents (12.1%) who chose executive class for their air travel compared to female

respondents (11.2%).

Figure 18. Seat / Fare Class Options – By Gender

Q. What was your class choice when traveling by plane last time? [SA] Based on n=456 (Unit: %)


Both Male and Female respondents chose Economy Class for their Air Travel


Male (n=214) 87.4 12.1 0.5

Female (n=242) 88.0 11.2 0.8

0.0

10.0

20.0

30.0

40.0

50.0

60.0

70.0

80.0

90.0

100.0

The figure below compare the seat / fare class between respondents aged under 20 – 29 years old and respondents aged 30 years old. Both

two age groups chose the lower price of air ticket where they travelled with economy class. Meanwhile, there are total of 23.2%

respondents of both age groups who chose executive class for their flight experience with the selected Airline.

Figure 19. Seat / Fare Class Options – By Age Group



There is no significant difference when it is categorized by Age Group


Under 20-29 y/o (n=235) 86.8 12.8 0.4

Above 30 y/o (n=221) 88.7 10.4 0.9

0.0

10.0

20.0

30.0

40.0

50.0

60.0

70.0

80.0

90.0

100.0

There are 13.9% of respondents with higher expenditure who took executive airfare/seat class. Meanwhile, there are no significant

difference among respondents who have flight experience with economy airfare class, where more than 80% of respondents from each

expenditure groups chose economy class on their last travel in recent 6 months.

Figure 20. Seat / Fare Class Options – By MHE



Higher expenditure respondents score highest percentage of having flight experience with Executive Airfare Class


Rp. 2.000.000 and lower (n=139) 89.9 10.1 0.0

RP. 2.000.001 - Rp. 4.000.000 (n=173) 88.4 11.0 0.6

Rp. 4.000.001 and over (n=144) 84.7 13.9 1.4

0.0

10.0

20.0

30.0

40.0

50.0

60.0

70.0

80.0

90.0

100.0

Figure 21. The Price of Air Ticket

Q. How much was the price of air ticket you bought last time? [SA] Based on n=456

From various kind of airfare class the respondents traveled on, IDR 700.001 to IDR 900.000 is the average ticket price they bought when

traveling last time in the last 6 months (February – August 2013).

0.2

3.1

16.4

20.4 20.8

10.5

8.6 8.3

3.7

1.1 1.1 1.5 0.4 0.7 0.4 0.2

2.4

0.0

5.0

10.0

15.0

20.0

25.0

(Unit: %)

6. The Price of Air Ticket

The average ticket price purchased is ranged from IDR 700.001 to IDR 900.000

Most of male respondents bought their airfare for IDR 500.001 – IDR 700.000 which accounts for 23.8%. Meanwhile, 19.8% of female

respondents admitted that they bought the ticket for IDR 700.001 – IDR 900.000.

Figure 22. Price of Air Ticket – By Gender

Q. How much was the price of air ticket you bought last time? [SA] Based on n=456 (Unit: %)


There is quite significant difference on the price of air ticket purchased between Male and Female respondents

(Price in IDR)

Below100.000

100.001 -300.000

300.001 -500.000

500.001 -700.000

700.001 -900.000

900.001 -1.100.000

1.100.001-

1.300.000

1.300.001-

1.500.000

1.500.001-

1.700.000

1.700.001-

1.900.000

1.900.001-

2.100.000

2.100.001-

2.300.000

2.300.001-

2.500.000

2.500.001-

2.700.000

2.700.001-

2.900.000

2.900.001-

3.100.000

Above3.100.000

Male 0.0 3.3 14.5 23.8 22.0 9.3 7.0 8.4 3.3 1.4 0.5 1.9 0.9 0.5 0.0 0.0 3.3

Female 0.4 2.9 18.2 17.4 19.8 11.6 9.9 8.3 4.1 0.8 1.7 1.2 0.0 0.8 0.8 0.4 1.7

0.0

5.0

10.0

15.0

20.0

25.0

It is obvious that in fact, 23.1% of respondents aged above 30 years old admited that they spent IDR 500.001 – IDR 700.000 for their

flight ticket when traveling last time in recent 6 months. Otherwise, respondents aged under 20 – 29 years old mostly purchased the ticket

that ranged from IDR 700.001 – IDR 900.000.

Figure 23. Price of Air Ticket – By Age Group



There were 23.1% of respondens aged above 30 years old who purchased air ticket for IDR 500.001 – IDR 700.000

(Price in IDR)

Below100.000

100.001 -300.000

300.001 -500.000

500.001 -700.000

700.001 -900.000

900.001 -1.100.000

1.100.001-

1.300.000

1.300.001-

1.500.000

1.500.001-

1.700.000

1.700.001-

1.900.000

1.900.001-

2.100.000

2.100.001-

2.300.000

2.300.001-

2.500.000

2.500.001-

2.700.000

2.700.001-

2.900.000

2.900.001-

3.100.000

Above3.100.000

Under 20 - 29 years old 0.0 5.5 17.4 17.9 20.9 9.8 7.2 9.8 4.7 1.7 0.9 1.3 0.0 0.4 0.0 0.0 2.6

Above 30 years old 0.5 0.5 15.4 23.1 20.8 11.3 10.0 6.8 2.7 0.5 1.4 1.8 0.9 0.9 0.9 0.5 2.3

0.0

5.0

10.0

15.0

20.0

25.0

The line chart below shows the overall airfare tickets purchased by respondents from different MHE groups. Most respondents with

lower expenditure bought the ticket that ranged from IDR 300.000 to IDR 700.000, while the higher expenditure respondents mostly

traveled by plane with the price ranged from IDR 500.001 – IDR 900.000.

Figure 24. Price of Air Ticket – By MHE



There is no considerable difference on the ticket price purchased among MHE groups

(Price in IDR)

Below100.000

100.001 -300.000

300.001 -500.000

500.001 -700.000

700.001 -900.000

900.001 -1.100.000

1.100.001-

1.300.000

1.300.001-

1.500.000

1.500.001-

1.700.000

1.700.001-

1.900.000

1.900.001-

2.100.000

2.100.001-

2.300.000

2.300.001-

2.500.000

2.500.001-

2.700.000

2.700.001-

2.900.000

2.900.001-

3.100.000

Above3.100.000

Rp. 2.000.000 and lower (n=139) 0.0 2.9 20.9 20.9 17.3 13.7 7.9 8.6 4.3 0.7 0.7 0.7 0.7 0.0 0.0 0.0 0.7

RP. 2.000.001 - Rp. 4.000.000 (n=173) 0.0 4.0 16.2 18.5 22.5 6.9 11.0 11.0 4.0 1.2 1.2 1.2 0.0 0.6 0.0 0.0 1.7

Rp. 4.000.001 and over (n=144) 0.7 2.1 12.5 22.2 22.2 11.8 6.3 4.9 2.8 1.4 1.4 2.8 0.7 1.4 1.4 0.7 4.9

0.0

5.0

10.0

15.0

20.0

25.0

The chart below gives information that the respondents prefer to make flight / ticket reservation in different ways, where most

respondents choose online services as their mode of flight ticket reservation. In the second place, respondents choose to arrange their

flight travel to the travel agency and official reservation office, which accounts for 26.3% and 23.9% respectively.

Figure 25. The Flight Reservation Methods

(Unit: %)

7. The Flight Reservation Methods

Online payment is the most preferred method to make a flight ticket reservation

Q. Where did you reserve/book the flight ticket the last time you traveled in recent 6 months?[SA] Based on n=456

40.4

26.3 23.9

5.5 3.3

0.7

0.0

5.0

10.0

15.0

20.0

25.0

30.0

35.0

40.0

45.0

Online Reservation Travel Agency Official Reservationoffice

Airport Sales Counter Call centre reservation Others

Figure 26. Flight Reservation Methods - By Gender

Categorized by gender, the top three of most preferred method of ticket reservation are Online reservation, travel agency and official

reservation office. More than 40% of both male and female respondents chose online payment as the reliable method of booking a flight

ticket.

(Unit: %)


It is obvious that male and female respondents made a flight ticket reservation through online service

Q. Where did you buy the flight ticket the last time you traveled in recent 6 months?[SA] Based on n=456

0.5

2.8

6.1

22.4

27.6

40.7

0.0 10.0 20.0 30.0 40.0 50.0

Others

Call centre reservation

Airport Sales Counter

Official Reservation office

Travel Agency

Online Reservation

Male (n=214)

0.8

3.7

5.0

25.2

25.2

40.1

0.010.020.030.040.050.0

Others




Travel Agency

Online Reservation

Female (n=242)

There is a significant difference on the number of respondents who chose travel agency to arrange their flight ticket. There is only 19.6%

of respondents aged under 20 – 29 years old entrusted travel agency. Otherwise, 33.5% of 221 respondents aged above 30 years old chose

travel agency to prepare their flight ticket. However, online reservation is the most preferred method for both age group to make a flight

reservation with.

Figure 27. Flight Reservation Methods – By Age Group

Q. Where did you buy the flight ticket the last time you traveled in recent 6 months?[SA] Based on n=456 (Unit: %)


There are much more respondents aged above 30 years old who entrusted the Travel Agency compared to younger

age respondents

0.9

3.4

7.2

19.6

27.7

41.3

0.0 10.0 20.0 30.0 40.0 50.0

Others



Travel Agency


Online Reservation

Under 20-29 y/o (n=235)

0.5

3.2

3.6

19.9

33.5

39.4

0.010.020.030.040.050.0

Others




Travel Agency

Online Reservation


Respondents from different group of MHE chose online reservation as their most reliable method for flight ticket reservation.

Furthermore, official reservation office is their second preference to arrange their travel with, where there are 28.8% of lower

expenditure respondents chose this method.

Figure 28. Flight Reservation Method - By MHE

Q. Where did you buy the flight ticket the last time you traveled in recent 6 months?[SA] Based on n=456 (Unit: %)


The flight reservation methods chosen do not vary much among respondents from different monthly household

expenditure

OnlineReservation

OfficialReservation

officeTravel Agency

Airport SalesCounter

Call CentreReservation

Others

Rp. 2.000.000 and lower (n=139) 36.7 28.8 23.0 8.6 2.2 0.7

RP. 2.000.001 - Rp. 4.000.000 (n=173) 38.2 24.9 27.7 6.4 2.3 0.6

Rp. 4.000.001 and over (n=144) 46.5 18.1 27.8 1.4 5.6 0.7

0.0

5.0

10.0

15.0

20.0

25.0

30.0

35.0

40.0

45.0

50.0

Part 1.

Respondents’ Experience of Traveling by Airplane

Part 2.

Overall Passengers Satisfaction toward Airline

Services Quality

Part 3.

Regression model on Passengers Satisfaction toward

Airline Services Quality


Part 2. Overall Passengers Satisfaction toward Airline

Services Quality

1. Pre-Flight Airline Services Quality1.1 Reliability 1.2 Responsiveness1.3 Pricing and Transaction

2. In-Flight Airline Services Quality2.1 Tangible2.2 Courtesy of Cabin Crew

3. Post-Flight Aitline Services Quality

Satisfaction Mean3.906

Percentage of respondents who feel satisfied with the Pre-flight services quality of the selected Airline they traveled on last time is quite

high which leads to high satisfaction mean of 3.906.

Almost 75% of participated respondents/passengers are satisfied with Pre-flight services quality of the Airline

they traveled on last time in the recent 6 months.

Figure 1.1 Satisfaction level of Pre-Flight Services Quality

Q. Please let us know your agreement level toward pre-flight services quality of your last chosen Airline. [Matrix SA] Based n=456

3.05.1

19.4

43.4

29.1

I am satisfied with the Pre-FlightAirline Services Quality

Strongly disagree Disagree Neutral Agree Strongly agree

(Unit: %)

1. Pre-Flight Airline Services Quality

The figure below indicated that there is no significant difference on satisfaction mean value either between male and female or between

passengers aged under 20 – 29 years old and passengers aged above 30 years old.

Meanwhile, there is slight difference on satisfaction mean value when it is categorized by monthly household expenditure level. The

respondents with middle expenditure of IDR 2.000.001 – IDR 4.000.000 were more satisfied with the services provided by the selected

Airline before the flight with satisfaction mean of 3.93.

Figure 1.2 Satisfaction mean for Pre-Flight Services by Groups

3.91 3.90

Male (n=214)

Female (n=242)

3.90 3.91

Under 20 - 29 years old(n=235)

Above 30 years old(n=221)

3.88 3.93 3.88


(Unit: %)


Satisfaction level of Pre-Flight Services does not vary much among groups

Q. Please let us know your agreement level toward pre-flight services quality of your last chosen Airline. [Matrix SA] Based n=456 (Unit: %)

Based on the top three of most prefered Airline selected by respondents, it is obvious that in general, all travelers achieved mean

satisfaction score of over 3.50. There are 70 passengers who were satisfied with Airasia Pre-Flight services, while there are slight

difference on satisfaction mean value between Lion Air passengers and Garuda Indonesia passengers, which accounts for 3.84 and 4.10,

respectively.

Figure 1.3 Satisfaction mean for Pre-Flight Services by Top Three of selected Airlines

Q. Please let us know your agreement level toward pre-flight services quality of your last chosen Airline. [Matrix SA] Based n=456

3.93

3.84

4.10

Garuda (n=116) Lion Air (n=159) Airasia (n=70)

(Unit: %)


Satisfaction level of Pre-Flight Services does not vary much among selected Airlines

Among all items of Pre-Flight services, Airline website, Seamless online sales system and Knowledgeable employees are voted as best

three Pre-Flight services in term of its reliability on their last experience of flying with the selected Airline, with satisfaction mean of

4.23. 4.07 and 4.00 respectively. In contrast, respondents are less satisfied with their experience of using web check-in service through

dedicated website of their chosen Airline.

Q. Please let us know your agreement level toward pre-flight services quality (reliability) of your chosen Airline? [Matrix SA] Based n=456

Figure 1.4 Passengers Satisfaction Level on Pre-Flight Services (Reliability) items

4.8 3.7 3.9 4.8 3.92.0 3.5 2.0 .9.0 6.8

11.2 16.0 17.59.4

23.0

45.647.1 43.2

36.6

44.5

36.4 29.6 33.348.2

21.7

I found no system error ononline sales when doingreservation and ticketing

transaction

I found no difficulties at salesoffice/airport sales

counter/call center whendoing reservation andticketing transaction

Employees of airline had theknowledge to answer every

questions I asked

The Airline website is veryuseful for me to look for anyimportant flight information

I found no difficulties on usingweb check-in service through

the website


(Unit: %)

1.1 Pre-Flight Airline Services Quality (Reliability)

Satisfaction level of Passengers differs from item to item of Pre-Flight Airline Services

Mean 4.07 3.95 4.00 4.23 3.73

Among all items of Pre-Flight services (responsiveness), passengers are satisfied overall, where they are most satisfied with the

availability of flight routes to many destination city, thus they found no difficulties on arranging their flight schedule as there were lot of

choices of convenient flight time/schedule and routes everyday.

In fact, 82.6% and 80.5% surveyed passengers were satisfied with availability of flight route and convenient flight choices, respectively.

Otherwise, passengers participated on survey are less satisfied with baggage allowance rule, Airline responsiveness toward emergency

condition and Airline punctuality of departure and arrival time, which leads to lower mean score of 3.54. 3.72 and 3.77 respectively.

Figure 1.5 Passengers Satisfaction Level on Pre-Flight Services (Responsiveness) items

Q. Please let us know your agreement level toward pre-flight services of your chosen Airline?[Matrix SA] Based n=456

2.0 1.8 3.7 3.1 3.92.9 1.5

10.1 9.4 10.714.7 14.0

25.921.7

30.0

51.3 52.6

31.1 38.6

37.5

29.2 30.0 29.2 27.217.8

I found lot of choices ofconvenient flight schedule

everyday

There are lot of flight routeavailable both domestic and

international

The airline is quite responsive ongiving notification for any

emergency condition such ascancelled flight

The Airline has good reputationon punctuality of departure and

arrival time

The Airline has flexible baggageallowance rule (increase or

upsize baggage weight, pre-bookbaggage)


(Unit: %)

1.2 Pre-Flight Airline Services Quality (Responsiveness)

Satisfaction level of Passengers differs from item to item of Pre-Flight Airline Services

Mean 4.03 4.08 3.72 3.77 3.54

Among all items of Pre-Flight services (pricing and transaction), passengers are most satisfied with wide mode of payment channels that

their chosen Airline provided. With various options of payment channels available, passengers can proceed the ticket payment through

credit card, direct debit or ATM. Moreover, the figure below clearly shows that 10.6% of respondents participated on survey had no such

good experience or impression on ticket price promotion availability that their selected Airline offered.

Figure 1.6 Passengers Satisfaction Level on Pre-Flight Services (Pricing and Transaction) items

Q. Please let us know your agreement level toward pre-flight services of your chosen Airline?[Matrix SA] Based n=456

1.5 1.5 1.8 1.35.5 6.4 8.8

0.9

21.9 23.228.3

14.5

48.9 42.839.3

48.2

22.1 26.1 21.935.1

There is consistency of ticket priceswith given service

The ticket price is reasonable I found lot of availablepromo/discounted ticket price

Airline provided wide options ofpayment channels (credit card, direct

debit, ATM)


(Unit: %)

1.3 Pre-Flight Airline Services Quality (Pricing and Transaction)

Mean 3.85 3.86 3.71 4.15

More than 80% surveyed respondents were satisfied with the availability of many payment options/channels



3. Post-Flight Airline Services Quality


Services Quality

There are 72.9% of participated respondents/passengers who are satisfied with In-flight services quality of their chosen Airline

compared to 4.70 of dissatisfied percentage. Percentage of respondents who feel satisfied with the In-flight services quality is quite high

which leads to high satisfaction mean of 3.936.

Figure 2.1 Passengers Satisfaction Level on In-Flight Services (Tangible) items

Q. Please let us know your agreement level toward In-flight services quality of your last chosen Airline. [Matrix SA] Based n=456

1.03.7

22.4

46.4

26.5

I am satisfied with the In-FlightAirline Services Quality


(Unit: %)

2. In-Flight Airline Services Quality

Satisfaction level of passengers toward In-Flight Airline services is slightly higher than passengers’

satisfaction toward Pre-Flight services


Generally, all groups achieved high mean satisfaction score of over 3.90 where the highest mean score is 3.99, indicated that

respondents with middle expenditure were highly satisfied with the In-flight services they got during their trip.

Figure 2.2 Satisfaction mean for In-Flight Services by Categories


3.94 3.92Male (n=214)

Female (n=242)

3.95 3.91Under 20 - 29 years old (n=235)

Above 30 years old (n=221)

3.93 3.99 3.87


(Unit: %)


Satisfaction level of In-Flight services does not vary much among categories

From the top three of most preferred Airline, 116 passengers were more satisfied with Garuda Indonesia In-Flight services compared to

159 respondents traveling with Lion Air which has a little lower satisfaction mean of 3.84.

Figure 2.3 Satisfaction mean for In-Flight Services by Top Three of selected Airlines


4.05

3.84

3.98


(Unit: %)


Satisfaction level of In-Flight services does not vary much among selected Airlines

More than 80% of surveyed respondents agreed that their chosen airline has clean cabin room, comfortable and nice interior and well-

equipped safety percussion. Meanwhile, the respondents were less satisfied with the In-fligh shopping offering as well as the seats on the

plane that made them uncomfortable during the flight which leads to lower satisfaction mean of 3.42 and 3.77, respectively. Finally, there

were 75.9% passengers who admitted that they felt safe when traveling with the Airline they chose.

Figure 2.4 Passengers Satisfaction Level on In-Flight Services (Tangible) item

Q. Please let us know your agreement level toward in-flight services (tangible) of your chosen Airline?

0.9

1.5

0.9

1.5

0.9

1.1

0.7

1.1

2.0

6.4

2.6

11.0

1.3

10.5

0.7

1.5

12.3

29.6

26.3

21.9

18.4

45.2

10.5

21.5

54.6

37.9

41.2

40.1

55.7

31.8

50.0

44.5

30.3

24.6

28.9

25.4

23.7

11.4

38.2

31.4

The airline has clean cabin room, comfortable and nice interior

Quality in-flight meal and beverages

Clean and comfortable toilet

The seats in the planes were comfortable

The air conditioners in the planes were comfortable

There were in-flight merchandise / duty free catalogue for shoppingonboard

There are complete safety equipment/percussion

I felt safe when travelling with the airline I chose


4.04

4.24

3.42

4.00

3.77

3.95

3.78

4.11

MEAN

(Unit: %)

2.1 In-Flight Airline Services Quality (Tangible)

The Air traveller had relatively positive impression with different tangible facilities provided on the plane

In term of courtesy of the cabin crew. more than 85% of respondents participated on survey were satisfied with the attractiveness of the

cabin crew both the dressing and appearance; the friendliness. politeness and language competency of the cabin crew; and also well-

presented safety rules. In contrast, although the passengers are highly satisfied with the cabin crew performance during flight, only 48.7%

admitted that they did not get much individual attention from the cabin crew, which leads to lower satisfaction mean score (3.50).

Figure 2.5 Passengers Satisfaction Level on In-Flight Services (Courtesy) items

Q. Please let us know your agreement level toward in-flight services (flight attendants' courtesy) of your chosen Airline?

1.3

0.4

0.4

0.4

0.9

0.7

2.9

0.2

2.0

0.9

2.0

2.9

2.6

9.6

9.2

10.1

10.1

25.9

31.6

23.9

38.8

57.7

54.8

58.6

46.9

41.0

48.5

32.0

31.6

32.7

30.0

24.8

23.7

24.3

16.7

The cabin crews were well dressed and had attractive appearance

The cabin crews were friendly, polite and had good language skill

The cabin crews can deliver/present safety rules and safety percussionusage very well

The cabin crews gave nice service and respond to my request in timelymanner

The cabin crew had sincere interest in fulfillinfg my needs

Easy to contact the cabin crew when i need helps

Providing individual attention to customers


(Unit: %)

2.2 In-Flight Airline Services Quality (Courtesy)

3.50

3.93

3.84

3.94

4.17

4.17

4.18

MEAN

The Respondents were highly satisfied with the Flight Attendant Performance during the flight





Services Quality

Less than 60% passengers participated in the survey were satisfied with Post-flight services quality of their chosen airline when traveling

last time with satisfaction mean score of 3.721.

Figure 3.1 Passengers Satisfaction Level on Post-Flight Services items

Q. Please let us know your agreement level toward post-flight services quality of your last chosen Airline. [Matrix SA] Based n=456

1.16.3

32.7

39.0

20.8

I am satisfied with the Post-Flight Airline Services Quality


(Unit: %)


The Passengers’ satisfaction level toward Post-Flight services quality is not as high as the satisfaction level

toward Pre-Flight and In-Flight services quality


The satisfaction mean score for Post-Flight Airline services ranged from 3.67 to 3.74, where those passengers with middle expenditure

has highest figure (mean=3.74) and those with higher monthly household expenditure has lowest figure (mean= 3.67). However, there is

no significant differentce among categories.

Figure 3.2 Satisfaction mean for Pre-Flight Services by Groups


3.73 3.7 Male (n=214)

Female (n=242)

3.73 3.71 Under 20 - 29 years old(n=235)

3.73 3.74 3.67


(Unit: %)


There is a slight difference of satisfaction mean score among groups on Post-Flight airline services quality

The satisfaction mean score for Post-Flight Airline services when being categorized by Airlines ranged from the lowest of 3.63 to the

highest of 3.86. The passengers who have ever traveled with Garuda Indonesia admited that they were satisfied with the overall post-flight

airline service quality. Meanwhile, 70 Airasia passengers were satisfied with the overall post-flight services provided which leads to

satisfaction mean score of 3.80.

Figure 3.3 Satisfaction mean for Post-Flight Services by Top Three of selected Airlines


3.86

3.63

3.80


(Unit: %)


Satisfaction mean score for Lion Air passengers is 3.63 compared to 3.86 for Garuda Indonesia passengers

In term of Airline Post-flight services quality, the satisfaction level is not as high as the satisfaction level on Pre-flight and In-flight

services quality. 71.1% passengers felt satisfied with the appreciation the Airline gave toward their feedback and concern on their

experience traveling with the chosen Airline.

Figure 3.4 Passengers Satisfaction Level on Post-Flight Services items

Q. Please let us know your agreement level toward post-flight services quality of your last chosen Airline. [Matrix SA] Based n=456 (Unit: %)


Satisfaction level of passengers differ from item to item of Post-Flight Airline services quality

3.72

3.88

3.70

3.72

3.58

MEAN

1.1

2.0

1.1

0.7

0.9

7.7

7.0

7.0

7.2

2.4

41.9

29.2

32.5

21.1

39.0

30.7

40.6

39.7

45.2

39.0

18.6

21.3

19.7

25.9

18.6

The Airline offers me Frequent Flyer program

The Airline has efficient and in time baggage handling / delivery

The Airline services on baggage retrieval is very good

The Airlines provides seamless transfer from landing area to the airportentrance

My concerns and comments are highly valued by the airline

Strongly disagree Disagree Neutral Agree Strongly Agree

Part 1.

Respondents’ Experience of Traveling by Airplane

Part 2.

Overall Passengers Satisfaction toward Airline Services

Quality

Part 3.

Regression analysis on Passengers Satisfaction toward

Airline Services Quality


Part 3. Regression Analysis on Overall Passengers

Satisfaction toward Airline Services Quality

1.Factors – Independent Variables

2.Factors – Dependent Variables

3.Regression Analysis

This section shows the results of reliability test with its Coefficient alpha used to estimate multiple-item scale’s reliability. The coefficient

alpha shows whether or not the different items converge. Coefficient alpha ranges in value from 0 (no consistency) to 1 (complete

consistency).The following tables are the reliability output for each independent variables and dependent variable:

Cronbach’s Alpha = 0,916

1I found no system error on online sales

when doing reservation and ticketing

transaction

2

I found no difficulties at sales

office/airport sales counter/call center

when doing reservation and ticketing

transaction

3

Employees of the airline company had

the knowledge to answer every

questions I asked

4

The Airline website is very useful for me

to look for any important flight

information

5I found no difficulties on using web

check-in service through the website

※ Note:

• Cronbach’s alpha (α) analysis was employed to test the consistency among variables obtained in one factor.

• Minimum acceptable level of alpha value is 0.7. Cronbach's Alpha ≥ 0.8 indicates an overall higher reliability factor.

Factor 1. Pre-Flight Services

1. Factors – Independent Variables

6I found lot of choices of convenient flight schedule everyday

7There are lot of flight route available both domestic and international

8The airline is quite responsive on giving notification for any emergency condition such as cancelled flight

9The Airline has good reputation on punctuality of departure and arrival time

10The Airline has flexible baggage allowance rule (increase or upsize baggage weight, pre-book baggage)

11Consistency of ticket prices with given service

12 The ticket price is reasonable

13I found lot of available promo/discounted ticket price

14Airline provided wide options of payment channels (credit card, direct debit, ATM)

Cronbach’s Alpha = 0,867

1The Airline offers me Frequent Flyer program

2The Airline has efficient and in time

baggage handling / delivery

3The Airline services on baggage

retrieval is very good

4

The Airlines provides seamless

transfer from landing area to the

airport entrance

5 My concerns and comments are

highly valued by the airline

Factor 2. In-Flight Services Factor 3. Post-Flight Services

※ Note:



1. Factors – Independent Variables

Cronbach's Alpha = 0.941

1The airline has clean cabin room. comfortable and nice interior

2 Quality in-flight meal and beverages

3 Clean and comfortable toilet

4 The seats in the planes were comfortable

5The air conditioners in the planes were comfortable

6There were in-flight merchandise / duty free catalogue for shopping onboard

7There are complete safety equipment/percussion

8I felt safe when traveling with the airline I chose

9The cabin crews were well dressed and had attractive appearance

10The cabin crews were friendly, polite and had good language skill

11The cabin crews can deliver/present safety rules and safety percussion usage very well

12The cabin crews gave nice service and respond to my request in timely manner

13The cabin crew had sincere interest in fulfilling my needs

14Easy to contact the cabin crew when ineed helps

15Providing individual attention to customers

Overall Satisfaction

Cronbach’s Alpha = 0.863

1 I am satisfied with the overall Airline's services

2I will continue using airline services when i have

demand

3 I will continues using long -term Airline services

4I will recommend Airline service to friends /

colleagues / family

The result of the reliability test of Airline Services instrument on the above

tables show that the Cronbach’s alpha value base in each Airline Services (Pre-

Flight, In-Flight and Post-Flight) were found above acceptable level where the

value is ranging from 0.837 to 0.907.

Components that are tested are Pre-Flight (Reliability) (alpha value = 0.894),

Pre-Flight (Responsiveness) (alpha value = 0.848), Pre-Flight (Price Charged)

(alpha value = 0.837), In-Flight (Tangible) (alpha value = 0.899), In-Flight

(Courtesy) (alpha value = 0.907), Post-Flight (alpha value = 0.867) and

Passengers Overall Satisfaction (alpha value = 0.863).

Therefore, from the alpha value obtained, it can be concluded that the research

instrument is reliable and consistent. The result indicated that the scale are

internally consistent and reasonably free of measurement error. The scales with

coefficient alpha ranged from 0.80 to 0.95 are considered to have very good

reliability.

※ Note:



2. Factors – Dependent Variables

For the purpose of testing the formulated hypotheses and evaluating the Passengers’ Satisfaction Level toward Airline Services Quality,

statistical testing of multiple regression was employed

TABLE 1. Output of Regression Analysis

The output of the above table shows that the model allows the researcher to predict passengers’ satisfaction level at a rate better than

chance. This is proven by the significance level of the overall F of the model illustrated on the above table. If the significance is 0.05 or

less, the model is considered significant. Therefore, for this study, the significance of .000 showed on the above table means that the

model or test is significant at predicting passengers’ satisfaction level (p < 0.5).

ANOVAa

ModelSum of Squares df

Mean Square F Sig.

1 Regression766.701 3 255.567 61.227 .000b

Residual 1886.701 452 4.174

Total 2653.401 455

a. Dependent Variable: PASSENGERS' SATISFACTION

b. Predictors: (Constant). POSTFLIGHT. PREFLIGHT. INFLIGHT

3. Regression Analysis

The next part of interpreting the regression results is by examining the regression coefficient as presented on the table below:

TABLE 2. Output of Regression Coefficients

Otherwise, all the measurable indicators of In-Flight and Post-Flight service quality had a positive significant effect on passenger

satisfaction since they all had significant values of 0.000 that were less than the critical p-value of 0.05.

This result indicated that In-Flight services offered by flight attendant and Post-Flight services has affected passengers satisfaction.

Moreover, it also implies that In-Flight and Post-Flight services quality contributes on deciding how satisfied passengers toward Airline’s

whole performance

In this case, In-Flight services and Post-Flight

services are significant based on a p-value (Sig.)

below 0.05, whereas the p-value for Pre-Flight

services is greater than 0.05 with p-value of 0.146.

Therefore, the output of regression coefficients shown

in Table 2 implied that Pre-Flight service quality

has no positive significant effect on passenger

satisfaction.

The results indicated that there should be an

improvement action in the quality of Pre-Flight

Airline services to drive passengers satisfaction.

Coefficientsa

Variable Name

Unstandardized Coefficients

Standardized

Coefficients

t Sig.B Std. Error Beta

1 (Constant) 7.121 .660 10.788 .000

PREFLIGHT -.021 .014 -.080 -1.457 .146

INFLIGHT .110 .018 .414 6.210 .000

POSTFLIGHT .139 .042 .209 3.315 .001

a. Dependent Variable: PASSENGERS' SATISFACTION

3. Regression Analysis

D. Respondent information

Male 46.9

Female 53.1

0.7

0.9

23.0

18.0

52.2

5.0

0.2

Elementary School

Junior Highschool

Senior Highschool

Diploma Degree

Bachelor Degree

Master Degree

Doctor Degree

Education

Under 20 - 29 years old, 51.6

Above 30 years old, 48.4

30.5

37.9

31.4

Rp 2.000.000and lower

RP. 2.000.001 -Rp. 4.000.000

Rp. 4.000.001and over

Monthly Household Expenditure

2.2

0.7

1.3

3.7

5.7

7.0

9.9

11.2

14.3

15.6

28.5

Others

Retired

Housewife

Director / Manager of…

Unemployed

Worker

Managerial Staff

Proffesional

Businessman

Student / Pupil

Office Staff

Occupation

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Report about Passengers Satisfaction Toward Airline Service Quality in Indonesia 2013

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Transcript of Report about Passengers Satisfaction Toward Airline Service Quality in Indonesia 2013