The Impact of Facilities, Image, Price, and Service Quality on the Increase of Citilink Passengers in Semarang
DOI:
https://doi.org/10.65428/sigma.v1i2.72Keywords:
Citilink Indonesia, Corporate Image, Passenger Numbers, Price Perception, Service QualityAbstract
This study aims to analyze the simultaneous effect of the variables of facilities, corporate image, price perception, and service quality on the increase in passenger numbers for Citilink Indonesia Airlines at Jenderal Ahmad Yani International Airport Semarang. The air transportation service sector requires a comprehensive understanding of the factors driving customer loyalty and purchasing decisions to maintain the company's competitiveness. The research method used is descriptive quantitative, with data collected from questionnaires distributed to 100 respondents who are passengers of Citilink Indonesia Airlines. Data analysis was performed using multiple linear regression, resulting in the equation Y = 0.214 + 0.205X1 + 0.171X2 + 0.337X3 + 0.144X4 + μ. The study's results show that both partially and simultaneously, facilities, corporate image, price perception, and service quality have a positive and significant effect on the increase in passenger numbers. Price perception was found to be the dominant factor, with the highest regression coefficient, followed by facilities. Managerial implications suggest that airlines and airport operators focus on setting competitive prices and improving facilities to sustain passenger growth.
References
Asmoro, C., Saputro, S. H., & Simarmata, J. (2024). Determinants of passenger satisfaction and passenger loyalty at Terminal 3 of Soekarno Hatta Airport. DI Jurnal Desain dan Bisnis Manajemen (DIJDBM), 5(5), 922–936. https://doi.org/10.38035/dijdbm.v5i5.2483
Hardiyansyah. (2011). Kualitas pelayanan. Gava Media. (Dikutip dalam Lokawati, 2025).
Hassan, T. H., & Salem, A. E. (2022). Impact of service quality of low-cost carriers on airline image and consumers’ satisfaction and loyalty during the COVID-19 outbreak. International Journal of Environmental Research and Public Health, 19(1), 83. http://doi.org/10.3390/ijerph19010083
Kotler, P., & Keller, K. L. (2019). Marketing management (16th ed.). Pearson Education. (Dikutip dalam Jurnal Siber Research Nusantara, 2024).
Lokawati Journal. (2025). Pengaruh kualitas layanan check-in terhadap kepuasan penumpang Jeju Air di Bandara Bali. LOKAWATI – Jurnal Pengabdian Kepada Masyarakat, 3(4), 110–120. https://doi.org/10.61132/lokawati.v3i4.1932
Namira, M., & Pasaribu, R. (2024). The influence of the 7P strategy on passenger satisfaction and loyalty at Terminal 3 Soekarno Hatta Airport: An operations management approach. International Journal of Science, Technology & Management, 5(6), 1353–1363. https://doi.org/10.46729/ijstm.v5i6.1190
Oliver, R. L. (2020). Satisfaction: A behavioral perspective on the consumer (3rd ed.). M.E. Sharpe. (Dikutip dalam Jurnal Siber Research Nusantara, 2024).
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (2019). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41–50. (Dikutip dalam Jurnal Siber Research Nusantara, 2024). https://doi.org/10.1177/002224298504900403
Samosir, J., Purba, O., Ricardianto, P., Triani, D., Adi, E., Wibisono, E., Rusmiyati, C., Udiati, T., Listyawati, A., & Endri, E. (2024). The role of service quality, facilities, and prices on customer satisfaction in Indonesia aviation in the COVID-19 pandemic. Uncertain Supply Chain Management, 12(1), 91–100. http://doi.org/10.5267/j.dsl.2022.8.002
Sari, M., Heriyati, P., Thamrin, M., & Zahra, F. M. (2024). Brand image determination, price perception, and brand trust in the purchase decision of low-cost carrier airlines in Indonesia. Indonesian Journal of Sustainability Accounting and Management, 8(1), 285–297. http://doi.org/10.28992/ijsam.v8i1.1052
Schiffman, L. G., & Wisenblit, J. L. (2023). Consumer behavior (13th ed.). Pearson Education. (Dikutip dalam Jurnal Siber Research Nusantara, 2024).
Siber Research Nusantara. (2024). Analisis kualitas pelayanan, harga tiket, dan fasilitas penerbangan terhadap kepuasan pelanggan. Jurnal Sistem & Teknologi Informasi, 11(1), 1–10. https://doi.org/10.38035/jstl.v1i4.183
Suratno, & dkk. (2021). Pengaruh kualitas layanan dan citra perusahaan terhadap loyalitas konsumen Lion Air di Kota Bandung melalui kepuasan konsumen. Menara Ekonomi, 7(1), 10–20.
UPY Journal. (2020). Pengaruh kualitas pelayanan dan harga tiket terhadap kepuasan pelanggan maskapai penerbangan Nam Air di Bandar Udara Internasional Supadio Pontianak. Jurnal PKN, 5(1), 100–110.
Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2020). Services marketing: Integrating customer focus across the firm (8th ed.). McGraw-Hill Education. (Dikutip dalam Jurnal Siber Research Nusantara, 2024).
