How to cite this paper
Monoarfa, T., Usman, O & Tausyanah, T. (2020). The implication of AIRQUAL and brand credibility on passengers’ satisfaction in airlines industry.Management Science Letters , 10(15), 3655-3662.
Refrences
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Armstrong, G., Kotler, P., Harker, M., & Brennan, R. (2018). Marketing an Introduction, 4th ed., Pearson.
Chiu, S., Liu, C., & Tu, J. (2016). The influence of tourists' expectations on purchase intention: Linking marketing strate-gy for low-cost airlines. Journal of Air Transport Management, 53, 226-234.
Cronin, J., J., & Taylor, S., A. (1992). Measuring service quality: a re-examination and extension. Journal of Marketing, 56 (3), 55-68.
Ekiz, E.H., Hussain, K., & Bavik, A. (2015). Perceptions of service quality in north Cyprus national airline. Creating Cus-tomer Value in Tourism and Hospitality Industry, April, 778-790.
Erdem, T., & Louviere, J. (2002). The impact of brand credibility on the consumer price sensitivities across multiple product categories. International Journal of Research in Marketing, 19 (1), 1-19.
Erdem, T., & Swait, J. (2004). Brand credibility, brand consideration, and choice. Journal of Consumer Research, 31(1), 191-198.
Erdem, T., Swait, J., & Valenzuela, A. (2006). Brands as signals: A cross-country validation study. Journal of Marketing, 70 (1), 34-49.
Fadhilah, U.N., & Puspita, R. (2018, November). YLKI: Lion Most Complained Seven Years. Republika.
Farooq, M.S., Regards, M., Fayolle, A., Jaafar, N., & Ayupp, K. (2018). Impact of service quality on customer satisfaction of airlines in Malaysia: A PLS-SEM approach. Journal of Air Transport Management, 67 (December 2017), 169-180.
Hodge, A., & Rayda, N. (2018, November). Jakarta 'Soft' on Lion Air despite Customer Complaints. The Weekend Aus-tralian.
International Airport Review. (2019). The Top 20 busiest Airports in the World by Passenger Number. In International Airport Review.
Jeng, S.P. (2016). The influences of airline brand credibility on consumer purchase intentions. Journal of Air Transport Management, 55, 1-8.
Jiang, W.H., Li, Y.Q., Liu, C.H., & Chang, Y.P. (2017). Validating a multidimensional perspective of brand equity on mo-tivation, expectation, and behavioral intention: A practical examination of culinary tourism. Asia Pacific Journal of Tourism Research, 22(5), 524-539.
Karatepe, O.M., & Avci, T. (2002). Measuring service quality in the hotel industry: Evidences from northern Cyprus. Ana-tolia, 13 (1), 19-32.
Kim, YK, & Lee, HR (2011). Customer satisfaction using low cost carriers. Tourism Management, 32(2), 235-243.
Koklic Kos, M., Kukar-Kinney, M., & Vegelj, S. (2017). An investigation of customer satisfaction with low-cost and full-service airline companies. Journal of Business Research, 80 (May), 188-196.
Leong, L. Y., Hew, T. S., Lee, V. H., & Ooi, K. B. (2015). An SEM–artificial-neural-network analysis of the relationships between SERVPERF, customer satisfaction and loyalty among low-cost and full-service airline. Expert Systems with Applications, 42(19), 6620-6634.
Nadiri, H., Hussain, K., Ekiz, EH, & Erdogan, S. (2008). An investigation on the Factors Influencing Passengers' loyalty in the North Cyprus National Airline. The TQM Journal, 20(3), 265-280.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). Servqual: A multiple-item scale for measuring consumer perc. Journal of Retailing, 64(1), 12.
Rajaguru, R. (2016). Role of value for money and service quality on behavioral intention: A study of full service and low cost airlines. Journal of Air Transport Management, 53, 114-122.
Rush, A. (2015, January). Lion Air Receives Highest Number of Complaints. Tempo.
Saha, G.C., & Theingi, T. (2015). Service quality, satisfaction, and behavioral intentions A study of the low-cost airline carriers in Thailand. (May 2009).
Shafranskaya, I., & Potapov, D. (2014). An empirical study of consumer-based city brand equity from signaling theory perspective. Place Branding and Public Diplomacy, 10(2), 117-131.
Spry, A., Pappu, R., & Cornwell, TB (2011). Celebrity endorsements, brand credibility and brand equity. European Jour-nal of Marketing, 45(6), 882-909.
Topbrand. (2019). Top Brand Award 2019. worldairlineawards. (2020). The World's Best Airlines of 2019.
Zeithaml, V.A., Berry, L.L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Mar-keting, 60(2), 31-46.
Armstrong, G., Kotler, P., Harker, M., & Brennan, R. (2018). Marketing an Introduction, 4th ed., Pearson.
Chiu, S., Liu, C., & Tu, J. (2016). The influence of tourists' expectations on purchase intention: Linking marketing strate-gy for low-cost airlines. Journal of Air Transport Management, 53, 226-234.
Cronin, J., J., & Taylor, S., A. (1992). Measuring service quality: a re-examination and extension. Journal of Marketing, 56 (3), 55-68.
Ekiz, E.H., Hussain, K., & Bavik, A. (2015). Perceptions of service quality in north Cyprus national airline. Creating Cus-tomer Value in Tourism and Hospitality Industry, April, 778-790.
Erdem, T., & Louviere, J. (2002). The impact of brand credibility on the consumer price sensitivities across multiple product categories. International Journal of Research in Marketing, 19 (1), 1-19.
Erdem, T., & Swait, J. (2004). Brand credibility, brand consideration, and choice. Journal of Consumer Research, 31(1), 191-198.
Erdem, T., Swait, J., & Valenzuela, A. (2006). Brands as signals: A cross-country validation study. Journal of Marketing, 70 (1), 34-49.
Fadhilah, U.N., & Puspita, R. (2018, November). YLKI: Lion Most Complained Seven Years. Republika.
Farooq, M.S., Regards, M., Fayolle, A., Jaafar, N., & Ayupp, K. (2018). Impact of service quality on customer satisfaction of airlines in Malaysia: A PLS-SEM approach. Journal of Air Transport Management, 67 (December 2017), 169-180.
Hodge, A., & Rayda, N. (2018, November). Jakarta 'Soft' on Lion Air despite Customer Complaints. The Weekend Aus-tralian.
International Airport Review. (2019). The Top 20 busiest Airports in the World by Passenger Number. In International Airport Review.
Jeng, S.P. (2016). The influences of airline brand credibility on consumer purchase intentions. Journal of Air Transport Management, 55, 1-8.
Jiang, W.H., Li, Y.Q., Liu, C.H., & Chang, Y.P. (2017). Validating a multidimensional perspective of brand equity on mo-tivation, expectation, and behavioral intention: A practical examination of culinary tourism. Asia Pacific Journal of Tourism Research, 22(5), 524-539.
Karatepe, O.M., & Avci, T. (2002). Measuring service quality in the hotel industry: Evidences from northern Cyprus. Ana-tolia, 13 (1), 19-32.
Kim, YK, & Lee, HR (2011). Customer satisfaction using low cost carriers. Tourism Management, 32(2), 235-243.
Koklic Kos, M., Kukar-Kinney, M., & Vegelj, S. (2017). An investigation of customer satisfaction with low-cost and full-service airline companies. Journal of Business Research, 80 (May), 188-196.
Leong, L. Y., Hew, T. S., Lee, V. H., & Ooi, K. B. (2015). An SEM–artificial-neural-network analysis of the relationships between SERVPERF, customer satisfaction and loyalty among low-cost and full-service airline. Expert Systems with Applications, 42(19), 6620-6634.
Nadiri, H., Hussain, K., Ekiz, EH, & Erdogan, S. (2008). An investigation on the Factors Influencing Passengers' loyalty in the North Cyprus National Airline. The TQM Journal, 20(3), 265-280.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). Servqual: A multiple-item scale for measuring consumer perc. Journal of Retailing, 64(1), 12.
Rajaguru, R. (2016). Role of value for money and service quality on behavioral intention: A study of full service and low cost airlines. Journal of Air Transport Management, 53, 114-122.
Rush, A. (2015, January). Lion Air Receives Highest Number of Complaints. Tempo.
Saha, G.C., & Theingi, T. (2015). Service quality, satisfaction, and behavioral intentions A study of the low-cost airline carriers in Thailand. (May 2009).
Shafranskaya, I., & Potapov, D. (2014). An empirical study of consumer-based city brand equity from signaling theory perspective. Place Branding and Public Diplomacy, 10(2), 117-131.
Spry, A., Pappu, R., & Cornwell, TB (2011). Celebrity endorsements, brand credibility and brand equity. European Jour-nal of Marketing, 45(6), 882-909.
Topbrand. (2019). Top Brand Award 2019. worldairlineawards. (2020). The World's Best Airlines of 2019.
Zeithaml, V.A., Berry, L.L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Mar-keting, 60(2), 31-46.