This study aims to investigate the implications of service quality and brand credibility on passenger satisfaction and behavioral intentions in the air transportation industry in Indonesia, especially at Lion Air. This research is motivated by the high level of passenger complaints against Lion Air services in seven years, according to the Indonesian Consumers Foundation (YLKI). The most common complaints include frequent flight delays, less timely return of tickets, damage and lost luggage, even lower safety guarantees. This is considered not only as a manifestation of poor service quality, but also affects brand credibility in the long run. In addition, poor service quality and brand credibility show low passenger satisfaction and influence changes in their behavioral intentions in the future. Respondents in this study were Lion Air passengers at least once several times using Lion Air in the last two years. The study uses Structural Equation Modeling and Partial Least Square (SEM-PLS) to examine the hypotheses of the survey. Data analysis techniques are carried out through three stages, such as inner models, external models, and hypothesis testing. Then, this study states that there is a positive and significant impact of service quality and brand credibility on behavioral intentions with passenger satisfaction as a mediating variable.

Bank tries to provide ease of service by utilizing information technology for safe and appropriate services in the transaction. The Bank also provides ease of service in the aspect of flexibility, efficiency, and simplicity. Customers do not need to come to the bank and wait for the long queue with e-banking. E-banking products have a wide range of derivative products, including one of the latest products in the form of mobile banking that is known as M-banking. Mobile banking is one part of the e-banking which is a banking information service via the new wireless offered by the bank using mobile technology to support smooth and ease of banking activities. Based on the above presentation, researchers are interested in researching the measurement of technology of e-banking by customer at State Bank using UTAUT to achieve competitive advantage. Respondents in this research were 834 and data analysis techniques were performed using SEM-PLS. The results show that expectancy performance enhancement, Effort Expectancy, Social Influence, Condition and Security Facilitating will cause Enhancement Behavior Intention Behavior Use directly and indirectly, which means that if we want to upgrade Behavior Intention and Use Behavior, we need to increase this variable. This study gives important implications for the promotion of Use Behavior Intention Behavior through the acceptance of the technology of e-banking customers of the governmental banks in Jakarta.