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"The airlines in Indonesia at this moment are deeloping very fast. Since the establishment of the Aviation Deregulatation in 1999, a lot of airlines have been entering the airlines world. Each airline owns its own method to attract customers. Some airlines remain in the Full Service Airlines (FSA) concept which offers good service with normal pricing, but some choose the Low Cost Airlines (LCA) method which offers low fare flights. The objective of this research is to compare the ticket fare between Air Asia, which uses the low cost concept, with Garuda Indonesia, wich uses the full service concept, based on the ticket reservation method used. Researcher also analysed the effects of reservation methods and timing to the low fare tickets for both AirAsia low cost concept and Garuda Indonesia full service concept This Research was conducted during December 2007. 80 questions was distributed, consisted 14 questions that related to all indicators as mentioned above. This research used accidental convenience sampling. Researcher used the quantitative dan descriptive methods by using T-Test Independent Samples to analyse the comparison and Anova to analyse the effect by using SPSS Version 15.0.This research found that the comparison of the effect of flight ticket reservation method option to the price level between low cost airlines, represented by Garuda Indonesia has a significant influence. The reservation method and time reservation have a significant influence to the price."

"Pencabutan kebijakan serta aturan pemerintah yang berkaitan dengan COVID-19 membuat sektor pariwisata kembali meningkat. Peningkatan pariwisata ini tentu kembali mendorong persaingan antar maskapai penerbangan di Indonesia untuk bisa menjadi pilihan pertama customer serta mempertahankan customer yang dimilikinya. Penelitian ini ingin meneliti apakah dengan meningkatkan Switching Cost dan Consumer Inertia akan semakin besar Customer Retention pada maskapai penerbangan di Indonesia. Pengolahan data dilakukan dengan metode SEM-PLS menggunakan aplikasi SmartPLS. Hasil penelitian ini menunjukkan Procedural Switching Cost dan Consumer Inertia berpengaruh signifikan terhadap Customer Retention pada maskapai penerbangan di Indonesia. Lebih lanjut, Financial Switching Cost juga berpengaruh signifikan terhadap Customer Retention, namun harus melalui mediasi Consumer Inertia. Berdasarkan hasil analisis, diharapkan studi ini dapat berguna bagi maskapai penerbangan di Indonesia dalam meningkatkan Customer Retention masing-masing maskapai.

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The lifting of government policies and regulations related to COVID-19 has led to a resurgence in the tourism sector. This increase in tourism is naturally driving competition among airlines in Indonesia to become the top choice for consumers and retain their existing customers. This study aims to investigate whether increasing switching cost and consumer inertia will lead to greater customer retention for airlines in Indonesia. Data processing was conducted using the SEM-PLS method with the SmartPLS application. The results of this study indicate that Procedural Switching Cost and Consumer Inertia have a significant impact on customer retention for airlines in Indonesia. Furthermore, financial switching cost also significantly affects customer retention, but it must be mediated through consumer inertia. Based on the analysis results, this study is expected to be useful for Indonesian airlines in enhancing their customer retention."

"ABSTRAKEra digitalisasi saat ini memang sudah merasuki sendi-sendi kehidupan. Hampir semua tatanan sosial masyarakat berubah, tak terkecuali di bidang pemasaran. Muncul media-media baru yang dianggap lebih efektif untuk menyukseskan kegiatan pemasaran. Jurnal ilmiah ini akan menganalisis pemasaran dari brand AirAsia selaku salah satu maskapai penerbangan bertarif rendah dalam memanfaatkan media digital dalam upaya untuk berkomunikasi ataupun berpromosi kepada para konsumennya. Analisis akan berfokus pada media sosial dan situs resmi dari AirAsia. Pada akhirnya, tulisan ini diharapkan dapat memberikan gambaran yang cukup jelas bagaimana maskapai penerbangan AirAsia menjalankan strategi pemasaran digital sebagai salah satu kunci kesuksesannya menjadi maskapai bertarif rendah terbaik di dunia.

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ABSTRACTAt present, the era of digitized has penetrated to the core of people 39 s lives. Almost every social construct has changed because of it, including within the field of marketing. Leading to the increasing number of medias deemed more effective to make a successful marketing strategy. This scientific journal will analyse the brand AirAsia, as a low cost commercial airline, in incorporating several digital media outlets in their marketing strategy for both promotional outlet and as a communication channel to their consumers. The analysis will focus onto the social media as well as AirAisa 39 s official website. In general, this journal is expected to provide a clear description in how AirAsia 39 s successfully implemented their digital marketing strategy making them one the best low cost commercial airline in the world. "

"Meskipun terdapat ketertarikan yang besar pada sifat dan peran pemasaran yang menggunakan persepsi jasa (Vargo dan Lusch, 2004), saat ini penelitian terkait merek jasa masih sangat terbatas. Menurut Berry (2000), penelitian mengenai ini masih terbatas pada penelitian kualitatif, bukan kuantitatif. Berdasarkan penelitian terdahulu, riset ini bertujuan untuk mengatasi keterbatasan ini dengan menguji pengaruh persepsi konsumen pada merek jasa terhadap nilai dan loyalitas konsumen. Penelitian mengadopsi penelitian Brodie et al (2010) dengan model yang melibatkan variabel brand image, dan tiga variabel tambahan yang merefleksikan perspektif jasa yang lebih luas, yakni company image, employee trust, dan company trust. Dengan mengambil studi kasus low cost airlines di Indonesia dengan 222 responden, data hasil penelitian diolah menggunakan Structure Equation Modelling. Hasil penelitian menyatakan bahwa brand image merupakan faktor yang sangat berpengaruh terhadap nilai dan loyalitas konsumen.

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Despite considerable interest in the nature and role of marketing using a service perspective (Vargo and Lusch, 2004), nowadays there is limited research about service branding. Based on Berry (2000), current research still tends to be qualitative rather than quantitative. This research aims to close this gap by testing the influence of customer perspective to service brand in customer value?loyalty process. Adopted from Brodie et al (2008), the model includes the traditional influence of brand image plus three additional influences that more fully reflect the broader service perspective (company image, employee trust, and company trust). With sample of 222 airline customers, the analysis shows there is a direct influence of brand image on customers' perceptions of value and customer loyalty."

"Berdasarkan peraturan perundang-undangan di Indonesia, pelaksanaan kegiatan CSR merupakan suatu kewajiban yang harus dilakukan perusahaan secara umum. Garuda Indonesia, sebagai salah satu entitas penyedia jasa penerbangan di Indonesia, telah melaksanakan kewajiban tersebut dengan menerapkan program CSR yang berkelanjutan di bawah nama "Garuda Indonesia Peduli". Penelitian ini bertujuan untuk menganalisa pengaruh CSR association pada customer satisfaction dan brand loyalty, dengan mempertimbangkan brand identification dan persepsi service quality yang dimiliki konsumen. Sampel penelitian ini adalah pengguna jasa penerbangan Garuda Indonesia 6 (enam) bulan terakhir. Data diolah dengan menggunakan metode Structural Equation Modelling. Hasil penelitian menunjukkan bahwa service quality tidak berpengaruh signifikan terhadap brand identification, sedangkan CSR memiliki pengaruh yang signifikan terhadap brand identification. Namun, brand identification tidak terbukti memiliki pengaruh signifikan terhadap customer satisfaction. Di sisi lain, service quality terbukti memiliki pengaruh positif terhadap customer satisfaction, dan terhadap brand loyalty. Hasil penelitian juga menunjukkan service quality tidak meningkatkan pengaruh CSR pada brand identification dan customer satisfaction.

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Based on the laws and regulations in Indonesia, the implementation of corporate social responsibility (CSR) is an obligation that must be carried out by companies in general. Garuda Indonesia, as one of the flight service provider in Indonesia, has carried out the obligation by implementing sustainable CSR program under the name of "Garuda Indonesia Cares".

This study aims to analyze the effect of CSR on customer satisfaction and brand loyalty, by considering consumer’s brand identification and perception of service quality. Data for this research were collected from Garuda Indonesia consumers, specifically those who used Garuda Indonesia flight services in the last 6 (six) months. They were then analyzed using Structural Equation Modelling method.

The result of this research shows that service quality does not have significant effect on brand identification, whilst CSR has positive effect on brand identification. However, this identification does not affect customer satisfaction significantly. Meanwhile, service quality proved to have positive effect on customer satisfaction, and on brand loyalty (via customer satisfaction). Furthermore, the results showed that service quality does not enhance CSR effect on brand identification and customer satisfaction."

"Tujuan dari penelitian ini adalah menganalisis bagaimana pengaruh implementasi ecustomer relationship management terhadap e-satisfaction dan e-loyalty pada pelanggan maskapai berbiaya rendah AirAsia. Penelitian ini menggunakan pendekatan kuantitatif, dimana data dan informasi dikumpulkan melalui survei dengan alat bantu kuesioner dan juga studi kepustakaan. Sampel dalam penelitian ini adalah 100 penumpang AirAsia yang berusia 18 tahun keatas, tinggal di wilayah Jabodetabek, dan pernah melakukan pembelian tiket AirAsia secara online melalui situs web AirAsia, yang diambil dengan menggunakan teknik non-probability purposive sampling. Analisis data yang digunakan dalam penelitian ini adalah analisis multivariat dengan menggunakan analisis jalur dan Sobel Test pada SPSS.Hasil penelitian menunjukkan bahwa implementasi e-customer relationship management memiliki pengaruh yang kuat dan dan positif terhadap loyalitas (eloyalty) melalui variabel kepuasan pelanggan (e-satisfaction).

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The objective of this research is to analyze how the effect of e-customer relationship management implementation toward e-satisfaction and e-loyalty in context of low cost carrier customers. This research uses a quantitative approach, in which data and information were collected through surveys with the tools of questionnaire and bibliographical studies. The sample of this research is 100 AirAsia?s customers who aged 18 and above, live in Jabodetabek area, and have bought AirAsia ticket by online through AirAsia?s official website more than once. Analysis technique of the data used in this study is multivariate analysis, using path analysis and Sobel Test on SPSS.

The results showed that e-customer relationship management has a significant and strong effect toward e-loyalty through e-satisfaction as a mediating variable."

"Penerbangan menjadi salah satu media transportasi yang paling penting dalam era globalisasi. Terdapat beberapa perusahaan penerbangan yang menerapkan pola penerbangan berbiaya murah yang disebut dengan low cost carrier. Namun dalam beberapa bulan terakhir, jumlah penumpang transportasi udara mengalami penurunan. Hal ini diakibatkan kebijakan tarif penerbangan domestik di Indonesia mengalami kenaikan yang cukup tinggi. Konsumen yang selama ini mendapatkan insentif melalui perang tarif yang diterapkan oleh maskapai, kini perlu beradaptasi dengan tarif baru yang lebih tinggi. Pemerintah dalam hal ini diwakili oleh Kementerian Perhubungan Republik Indonesia mengundangkan 2 (dua) peraturan baru terkait tarif tiket pesawat yaitu Peraturan Menteri Perhubungan Republik Indonesia Nomor PM 20 Tahun 2019 dan Keputusan Menteri Perhubungan Republik Indonesia Nomor KM 106 Tahun 2019. Peraturan ini dibuat untuk melindungi kepentingan masyarakat/penumpang angkutan udara dan untuk menjamin kelangsungan hidup perusahaan angkutan udara niaga berjadwal. Penelitian ini membahas mengenai pengaturan tarif penerbangan di Indonesia khususnya pada pelayanan low cost carrier (LCC) yang mengalami kenaikan tarif yang tinggi. Dan juga membahas mengenai praktik low cost carrier (LCC) di Indonesia. Penelitian ini merupakan penelitian yuridis normatif dengan menggunakan metode pendekatan perundang-undangan.

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Flight has become one of the most important transportation media in the era of globalization. There are several airlines that implement low-cost flight patterns called low cost carriers. But in recent months, the number of air transportation passengers has decreased. This is due to the policy of domestic flight tariffs in Indonesia which experienced a fairly high increase. Consumers who have been getting incentives through the tariff war implemented by the airlines, now need to adapt to the new higher tariffs. The government, in this case represented by the Ministry of Transportation of the Republic of Indonesia, enacted 2 (two) new regulations relating to airline ticket tariffs, namely the Minister of Transportation Regulation of the Republic of Indonesia Number PM 20 of 2019 and Decree of the Minister of Transportation of the Republic of Indonesia Number KM 106 of 2019. This regulation is designed to protect interests air transport community/passengers and to ensure the survival of scheduled commercial air transport companies. The focus of this thesis includes: first, about regulation of flight tariffs in Indonesia, especially in low cost carrier (LCC) service which experience high tariff increase. And also the practice of low cost carrier (LCC) implementation in Indonesia. This research is a normative legal research and using the statue approach method."

"Peningkatan kualitas pada jasa penerbangan berlayanan penuh di Indonesia diperlukan untuk meningkatkan daya saing perusahaan. Dalam penelitian ini, kualitas pelayanan jasa penerbangan dievaluasi menggunakan metode SERVQUAL dan Kano model ke dalam QFD. Hasil metode SERVQUAL menunjukkan bahwa dari 35 atribut kualitas pelayanan terdapat 34 atribut dengan kesenjangan SERVQUAL bernilai negatif dan 1 atribut dengan kesenjangan SERVQUAL bernilai positif.Hasil dari model Kano menunjukkan bahwa 4 atribut kualitas pelayanan memiliki kategori Attractive, 28 atribut kualitas pelayanan memiliki kategori One-dimensional, 2 atribut kualitas pelayanan memiliki kategori Must-be. 34 atribut kualitas pelayanan ini diterjemahkan ke dalam persyaratan teknis untuk mendapatkan strategi peningkatan kualitas pelayanan.Dari hasil House of Quality, didapatkan 5 technical requirement yang perlu dilakukan perusahaan untuk meningkatkan kualitas pelayanannya yaitu: pengembangan penggunaan peralatan IT pendukung pelayanan yang berkualitas, penggunaan sistem informasi sebagai pendukung kegiatan, kordinasi antara bagian dalam unit pelayanan, perbaikan standar dan prosedur kerja, dan komitmen untuk memberikan pelayanan yang terbaik.

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Improving the quality of full service aviation services in Indonesia is needed to improve the competitiveness of the company. In this study, flight service quality is evaluated using SERVQUAL and Kano model method into QFD. The result of SERVQUAL method shows that from 35 service quality attributes there are 34 attributes with negative SERVQUAL gap and 1 attribute with positive SERVQUAL gap.

The results of Kano Model show that 4 service quality attributes have Attractive category, 28 service quality attributes have One dimensional category, 2 service quality attributes have Must be category. These 34 service quality attributes are translated into technical requirements to obtain a quality improvement strategy.

From the House of Quality results, 5 technical requirements are required to improve the quality of service development of the certain quality of IT support services, using information systems to support activities, coordination between the units of service, improvement of standards and working procedures, and commitment to provide the best service."

"Tujuan penelitian ini adalah untuk menganalisis bagaimana pengaruh customer relationship management (CRM) terhadap loyalitas pelanggan. Penelitian ini menggunakan pendekatan kuantitatif. Sampel dalam penelitian ini adalah 100 anggota GFF pada maskapai Garuda Indonesia di Jakarta dengan menggunakan metode non-probability sampling serta teknik purposive. Instrumen penelitian ini menggunakan kuesioner dan dianalisis menggunakan simple regression. Hasil penelitian ini menunjukkan bahwa CRM memiliki pengaruh yang tidak signifikan terhadap loyalitas pelanggan. CRM mempengaruhi loyalitas pelanggan sebesar 6%, dan sisanya sebesar 94% dipengaruhi oleh faktor lain. Dapat dikatakan bahwa pengaruh CRM terhadap loyalitas pelanggan sangat kecil.

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The objective of this research is to analyze how the effect of customer relationship management toward customer loyalty. This research applied quantitative approach. The sample of this research is 100 GFF members from Garuda Indonesia Airlines in Jakarta, collected using non-probability sampling and purposive technique. This research used questionnaire as research instrument and analyzed with simple regression. The result of this research indicate that customer relationship management does not have have a significant effect toward customer loyalty. Customer relationship management affect customer loyalty by 6%, and the rest 94% effected by some other factor. The conclusion is, the effect of CRM toward customer loyalty is very low."