How to cite this paper
Monoarfa, T & Usman, O. (2020). How does service quality impact the behavioral intentions of full-service airline passengers through a hierarchical model?.Management Science Letters , 10(16), 4011-4022.
Refrences
Aaker, D. A. (1996). Measuring brand equity across products and markets. California Management Review, 38(3), 102–120.
Ahmad, A., Abuhashesh, M., Obeidat, Z., & AlKhatib, M. (2020). E-WOM and airline e-ticket purchasing intention: Mediating effect of online passenger trust. Management Science Letters, 10(12), 2729-2740.
Alotaibi, M. M., & John Mason, K. (2010). Evaluation of "AIRQUAL" Scale for Measuring Airline Service Quality and Its Effect on Customer Satisfaction and Loyalty. Cranfield University.
Baek, T. H., Kim, J., & Yu, J. H. (2010). The differential roles of brand credibility and brand prestige in consumer brand choice. Psychology & Marketing, 27(7), 662–678.
Bari, Bavik, A., Ekiz, E. H., Hussain, K., & Toner, S. (2001). AIRQUAL: A Multiple-Item Scale for Measuring Service Quality, Customer Satisfaction, and Repurchase Intention. Eastern Mediterranean University.
Bong na, W., Marshall, R., & Keller, K. L. (1999). Measuring Brand Power: Validating A Model for Optimizing Brand Equity. Journal of Product & Brand Management, 8(3), 170–184.
Bougoure, U., Russell-Bennett, R., Fazal E Hasan, S., & Mortimer, G. (2016). The impact of service failure on brand credibility. Journal of Retailing and Consumer Services, 31, 66–71.
Brady, M. K., & Cronin, J. J. (2001). Some new thoughts on conceptualizing perceived service quality: A hierarchical approach. Journal of Marketing, 65(3), 34–49.
Brakus, J. J., Schmitt, B. H., & Zarantonello, L. (2009). Brand experience: What is it? How is it measured? Does it affect loyalty? Journal of Marketing, 73(3), 52–68.
Chen, C. M., Lee, H. T., Chen, S. H., & Huang, T. H. (2011). Tourist behavioural intentions in relation to service quality and customer satisfaction in Kinmen National Park, Taiwan. International Journal of Tourism Research, 13(5), 416-432..
Chen, L., Li, Y., & Liu, C. (2018). How airline service quality determines the quantity of repurchase intention - Mediate and moderate e ff ects of brand quality and perceived value. Journal of Air Transport Management, (July), 0–1.
Chiu, S., Liu, C., & Tu, J. (2016). The Influence of Tourists ’ Expectations on Purchase Intention : Linking Marketing Strategy for Low-Cost Airlines. Journal of Air Transport Management, 53, 226–234.
condorferries. (2020). How Do Travel Trends do Travel Trends Differ Between Gen Z, Millennials, & Boomers? Discover Booking Habits, Spend & More! In Travel Statistics by Age Group 2020.
Connelly, B. L., Certo, S. T., Ireland, R. D., & Reutzel, C. R. (2011). Signaling theory: A review and assessment. Journal of Management, 37(1), 39–67.
Dolbec, P. Y., & Chebat, J. C. (2013). The Impact of a Flagship vs. a Brand Store on Brand Attitude, Brand Attachment and Brand Equity. Journal of Retailing, 89(4), 460–466.
Dwivedi, A., Nayeem, T., & Murshed, F. (2018). Brand Experience and Consumers’ Willingness-to-pay (WTP) A Price Premium: Mediating Role of Brand Credibility and Perceived Uniqueness. Journal of Retailing and Consumer Services, 44(June), 100–107.
Ekiz, E. H., Hussain, K., & Bavik, A. (2015). Perceptions of Service Quality in North Cyprus National Airline. Creating Customer Value in Tourism and Hospitality Industry, (April), 778–790.
Erdem, T., & Louviere, J. (2002). The Impact of Brand Credibility on 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.
Flightconnections. (2020). Garuda Indonesia Routes and Airport Map.
Greenwood, R., Li, S. X., Prakash, R., Deephouse, D. L., Li, S. X., Prakash, R., & Deephouse, D. L. (2017). Reputation , Diversification , and Organizational Explanations of Performance in Professional Service Firms. 16(6), 661–673.
Iglesias, O., Markovic, S., & Rialp, J. (2019). How Does Sensory Brand Experience Influence Brand Equity? Considering The Roles of Customer Satisfaction, Customer Affective Commitment, and Employee Empathy. Journal of Business Research, 96(May), 343–354.
Iglesias, O., Singh, J. J., & Batista-Foguet, J. M. (2011). The role of brand experience and affective commitment in determining brand loyalty. Journal of Brand Management, 18(8), 570–582.
indoindians. (2019, November 27). Best Domestic Airlines in Indonesia. Indoindians.Com.
Jeng, S. P. (2016). The nfluences of Airline Brand Credibility on Consumer Purchase Intentions. Journal of Air Transport Management, 55, 1–8.
Keller, K. L. (2005). Strategic Brand Management Process. Moderne Markenführung, 83–101.
Khan, I., & Rahman, Z. (2015). Brand experience anatomy in retailing: An interpretive structural modeling approach. Journal of Retailing and Consumer Services, 24(C), 60–69.
Kim, Y. K., & Lee, H. R. (2011). Customer satisfaction using low cost carriers. Tourism Management, 32(2), 235–243.
Kirmani, A., & Rao, A. R. (2000). No pain, no gain: A critical review of the literature on signaling unobservable product quality. Journal of Marketing, 64(2), 66–79.
knoema.com. (2018). Indonesia - Contribution of Travel and Tourism to GDP in Current Prices.
Kos Koklic, 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.
Lai, W. T., & Chen, C. F. (2011). Behavioral intentions of public transit passengers-The roles of service quality, perceived value, satisfaction and involvement. Transport Policy, 18(2), 318–325.
Leong, L., Hew, T., Lee, V., & Ooi, K. (2015). Expert Systems with Applications 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, (May).
Li, Y. Q., & Liu, C. H. S. (2019). Understanding Service Quality and Reputation Effects on Purchase Behavior through Image: The Moderating Roles of Service Reliability. Transportation Letters, 11(10), 580–588.
Ludwell, K. (2020, January 3). Garuda Indonesia is The Most Punctual Airline in The World. Antaranews.
Martínez Caro, L., & Martínez García, J. A. (2007). Measuring perceived service quality in urgent transport service. Journal of Retailing and Consumer Services, 14(1), 60–72.
Martínez Caro, L., & Martínez García, J. A. (2008). Developing a multidimensional and hierarchical service quality model for the travel agency industry. Tourism Management, 29(4), 706–720.
Moreira, A. C., Fortes, N., & Santiago, R. (2017). Influence of sensory stimuli on brand experience, brand equity and purchase intention. Journal of Business Economics and Management, 18(1), 68–83.
Mukerjee, K. (2018). The impact of brand experience, service quality and perceived value on word of mouth of retail bank customers: Investigating the mediating effect of loyalty. Journal of Financial Services Marketing, 23(1), 12–24.
Muslim, A., Harun, A., Ismael, D., & Othman, B. (2020). Social media experience, attitude and behavioral intention towards umrah package among generation X and Y. Management Science Letters, 10(1), 1-12.
Nadiri, H., Hussain, K., Ekiz, E. H., & Erdogan, S. (2008). An investigation on the Factors Influencing Passengers ’ Loyalty in the North Cyprus National Airline. The TQM Journal, 20(3), 265–280.
Ngo, L. V., Northey, G., Duffy, S., Thao, H. T. P., & Tam, L. T. H. (2016). Perceptions of others, mindfulness, and brand experience in retail service setting. Journal of Retailing and Consumer Services, 33, 43–52.
Nikhashemi, S. R., Jebarajakirthy, C., & Nusair, K. (2019). Uncovering the roles of retail brand experience and brand love in the apparel industry: Non-linear structural equation modelling approach. Journal of Retailing and Consumer Services, 48(October 2018), 122–135.
Nysveen, H., Pedersen, P. E., & Skard, S. (2013). Brand experiences in service organizations: Exploring the individual effects of brand experience dimensions. Journal of Brand Management, 20(5), 404–423.
Nusairat, N., Hammouri, Q., Al-Ghadir, H., Ahmad, A., & Eid, M. (2020). The effect of design of restaurant on customer behavioral intentions. Management Science Letters, 10(9), 1929-1938.
Park, H., & Almanza, B. (2020). What Do Airplane Travelers Think about the Cleanliness of Airplanes and How Do They Try to Prevent Themselves from Getting Sick? Journal of Quality Assurance in Hospitality and Tourism, 00(00), 1–20.
Prentice, C., Wang, X., & Loureiro, S. M. C. (2019). The influence of brand experience and service quality on customer engagement. Journal of Retailing and Consumer Services, 50(February), 50–59.
Rajaguru, R. (2016). Role of value for money and service quality on behavioural intention: A study of full service and low cost airlines. Journal of Air Transport Management, 53, 114–122.
Refundor. (2020, January 6). Full service and low cost airlines: What are the main differences? Refundor.Com.
Saha, G. C., & Theingi, T. (2015). Service quality , satisfaction , and behavioural intentions A study of low-cost airline carriers in Thailand. (May 2009).
Sahin, A., Kitapçi, H., Altindag, E., & Gök, M. S. (2017). Forum: Investigating the impacts of brand experience and service quality. International Journal of Market Research, 59(6), 707–724.
Shafranskaya, I., & Potapov, D. (2014). An empirical study of consumer-based city brand equity from signalling theory perspective. Place Branding and Public Diplomacy, 10(2), 117–131.
Spry, A., Pappu, R., & Cornwell, T. B. (2011). Celebrity endorsement, brand credibility and brand equity. European Journal of Marketing, 45(6), 882–909.
Statistica.com. (2019). Number of international tourist arrivals worldwide 1996-2018.
Sweeney, J., & Swait, J. (2008). The effects of brand credibility on customer loyalty. Journal of Retailing and Consumer Services, 15(3), 179–193.
worldairlineawards. (2020). The World’s Best Airlines of 2019.
Wu, H. C., & Cheng, C. C. (2013). A hierarchical model of service quality in the airline industry. Journal of Hospitality and Tourism Management, 20, 13–22.
Yuniartha, L., & Winarto, Y. (2019, September 20). Soekarno-Hatta Airport Development: AP II encouraged to finish Terminal 4. PwC Indonesia.
Zarantonello, L., & Schmitt, B. H. (2013). The impact of event marketing on brand equity: the mediating roles of brand experience and brand attitude. International Journal of Advertising, 32(2), 255–280.
Ahmad, A., Abuhashesh, M., Obeidat, Z., & AlKhatib, M. (2020). E-WOM and airline e-ticket purchasing intention: Mediating effect of online passenger trust. Management Science Letters, 10(12), 2729-2740.
Alotaibi, M. M., & John Mason, K. (2010). Evaluation of "AIRQUAL" Scale for Measuring Airline Service Quality and Its Effect on Customer Satisfaction and Loyalty. Cranfield University.
Baek, T. H., Kim, J., & Yu, J. H. (2010). The differential roles of brand credibility and brand prestige in consumer brand choice. Psychology & Marketing, 27(7), 662–678.
Bari, Bavik, A., Ekiz, E. H., Hussain, K., & Toner, S. (2001). AIRQUAL: A Multiple-Item Scale for Measuring Service Quality, Customer Satisfaction, and Repurchase Intention. Eastern Mediterranean University.
Bong na, W., Marshall, R., & Keller, K. L. (1999). Measuring Brand Power: Validating A Model for Optimizing Brand Equity. Journal of Product & Brand Management, 8(3), 170–184.
Bougoure, U., Russell-Bennett, R., Fazal E Hasan, S., & Mortimer, G. (2016). The impact of service failure on brand credibility. Journal of Retailing and Consumer Services, 31, 66–71.
Brady, M. K., & Cronin, J. J. (2001). Some new thoughts on conceptualizing perceived service quality: A hierarchical approach. Journal of Marketing, 65(3), 34–49.
Brakus, J. J., Schmitt, B. H., & Zarantonello, L. (2009). Brand experience: What is it? How is it measured? Does it affect loyalty? Journal of Marketing, 73(3), 52–68.
Chen, C. M., Lee, H. T., Chen, S. H., & Huang, T. H. (2011). Tourist behavioural intentions in relation to service quality and customer satisfaction in Kinmen National Park, Taiwan. International Journal of Tourism Research, 13(5), 416-432..
Chen, L., Li, Y., & Liu, C. (2018). How airline service quality determines the quantity of repurchase intention - Mediate and moderate e ff ects of brand quality and perceived value. Journal of Air Transport Management, (July), 0–1.
Chiu, S., Liu, C., & Tu, J. (2016). The Influence of Tourists ’ Expectations on Purchase Intention : Linking Marketing Strategy for Low-Cost Airlines. Journal of Air Transport Management, 53, 226–234.
condorferries. (2020). How Do Travel Trends do Travel Trends Differ Between Gen Z, Millennials, & Boomers? Discover Booking Habits, Spend & More! In Travel Statistics by Age Group 2020.
Connelly, B. L., Certo, S. T., Ireland, R. D., & Reutzel, C. R. (2011). Signaling theory: A review and assessment. Journal of Management, 37(1), 39–67.
Dolbec, P. Y., & Chebat, J. C. (2013). The Impact of a Flagship vs. a Brand Store on Brand Attitude, Brand Attachment and Brand Equity. Journal of Retailing, 89(4), 460–466.
Dwivedi, A., Nayeem, T., & Murshed, F. (2018). Brand Experience and Consumers’ Willingness-to-pay (WTP) A Price Premium: Mediating Role of Brand Credibility and Perceived Uniqueness. Journal of Retailing and Consumer Services, 44(June), 100–107.
Ekiz, E. H., Hussain, K., & Bavik, A. (2015). Perceptions of Service Quality in North Cyprus National Airline. Creating Customer Value in Tourism and Hospitality Industry, (April), 778–790.
Erdem, T., & Louviere, J. (2002). The Impact of Brand Credibility on 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.
Flightconnections. (2020). Garuda Indonesia Routes and Airport Map.
Greenwood, R., Li, S. X., Prakash, R., Deephouse, D. L., Li, S. X., Prakash, R., & Deephouse, D. L. (2017). Reputation , Diversification , and Organizational Explanations of Performance in Professional Service Firms. 16(6), 661–673.
Iglesias, O., Markovic, S., & Rialp, J. (2019). How Does Sensory Brand Experience Influence Brand Equity? Considering The Roles of Customer Satisfaction, Customer Affective Commitment, and Employee Empathy. Journal of Business Research, 96(May), 343–354.
Iglesias, O., Singh, J. J., & Batista-Foguet, J. M. (2011). The role of brand experience and affective commitment in determining brand loyalty. Journal of Brand Management, 18(8), 570–582.
indoindians. (2019, November 27). Best Domestic Airlines in Indonesia. Indoindians.Com.
Jeng, S. P. (2016). The nfluences of Airline Brand Credibility on Consumer Purchase Intentions. Journal of Air Transport Management, 55, 1–8.
Keller, K. L. (2005). Strategic Brand Management Process. Moderne Markenführung, 83–101.
Khan, I., & Rahman, Z. (2015). Brand experience anatomy in retailing: An interpretive structural modeling approach. Journal of Retailing and Consumer Services, 24(C), 60–69.
Kim, Y. K., & Lee, H. R. (2011). Customer satisfaction using low cost carriers. Tourism Management, 32(2), 235–243.
Kirmani, A., & Rao, A. R. (2000). No pain, no gain: A critical review of the literature on signaling unobservable product quality. Journal of Marketing, 64(2), 66–79.
knoema.com. (2018). Indonesia - Contribution of Travel and Tourism to GDP in Current Prices.
Kos Koklic, 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.
Lai, W. T., & Chen, C. F. (2011). Behavioral intentions of public transit passengers-The roles of service quality, perceived value, satisfaction and involvement. Transport Policy, 18(2), 318–325.
Leong, L., Hew, T., Lee, V., & Ooi, K. (2015). Expert Systems with Applications 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, (May).
Li, Y. Q., & Liu, C. H. S. (2019). Understanding Service Quality and Reputation Effects on Purchase Behavior through Image: The Moderating Roles of Service Reliability. Transportation Letters, 11(10), 580–588.
Ludwell, K. (2020, January 3). Garuda Indonesia is The Most Punctual Airline in The World. Antaranews.
Martínez Caro, L., & Martínez García, J. A. (2007). Measuring perceived service quality in urgent transport service. Journal of Retailing and Consumer Services, 14(1), 60–72.
Martínez Caro, L., & Martínez García, J. A. (2008). Developing a multidimensional and hierarchical service quality model for the travel agency industry. Tourism Management, 29(4), 706–720.
Moreira, A. C., Fortes, N., & Santiago, R. (2017). Influence of sensory stimuli on brand experience, brand equity and purchase intention. Journal of Business Economics and Management, 18(1), 68–83.
Mukerjee, K. (2018). The impact of brand experience, service quality and perceived value on word of mouth of retail bank customers: Investigating the mediating effect of loyalty. Journal of Financial Services Marketing, 23(1), 12–24.
Muslim, A., Harun, A., Ismael, D., & Othman, B. (2020). Social media experience, attitude and behavioral intention towards umrah package among generation X and Y. Management Science Letters, 10(1), 1-12.
Nadiri, H., Hussain, K., Ekiz, E. H., & Erdogan, S. (2008). An investigation on the Factors Influencing Passengers ’ Loyalty in the North Cyprus National Airline. The TQM Journal, 20(3), 265–280.
Ngo, L. V., Northey, G., Duffy, S., Thao, H. T. P., & Tam, L. T. H. (2016). Perceptions of others, mindfulness, and brand experience in retail service setting. Journal of Retailing and Consumer Services, 33, 43–52.
Nikhashemi, S. R., Jebarajakirthy, C., & Nusair, K. (2019). Uncovering the roles of retail brand experience and brand love in the apparel industry: Non-linear structural equation modelling approach. Journal of Retailing and Consumer Services, 48(October 2018), 122–135.
Nysveen, H., Pedersen, P. E., & Skard, S. (2013). Brand experiences in service organizations: Exploring the individual effects of brand experience dimensions. Journal of Brand Management, 20(5), 404–423.
Nusairat, N., Hammouri, Q., Al-Ghadir, H., Ahmad, A., & Eid, M. (2020). The effect of design of restaurant on customer behavioral intentions. Management Science Letters, 10(9), 1929-1938.
Park, H., & Almanza, B. (2020). What Do Airplane Travelers Think about the Cleanliness of Airplanes and How Do They Try to Prevent Themselves from Getting Sick? Journal of Quality Assurance in Hospitality and Tourism, 00(00), 1–20.
Prentice, C., Wang, X., & Loureiro, S. M. C. (2019). The influence of brand experience and service quality on customer engagement. Journal of Retailing and Consumer Services, 50(February), 50–59.
Rajaguru, R. (2016). Role of value for money and service quality on behavioural intention: A study of full service and low cost airlines. Journal of Air Transport Management, 53, 114–122.
Refundor. (2020, January 6). Full service and low cost airlines: What are the main differences? Refundor.Com.
Saha, G. C., & Theingi, T. (2015). Service quality , satisfaction , and behavioural intentions A study of low-cost airline carriers in Thailand. (May 2009).
Sahin, A., Kitapçi, H., Altindag, E., & Gök, M. S. (2017). Forum: Investigating the impacts of brand experience and service quality. International Journal of Market Research, 59(6), 707–724.
Shafranskaya, I., & Potapov, D. (2014). An empirical study of consumer-based city brand equity from signalling theory perspective. Place Branding and Public Diplomacy, 10(2), 117–131.
Spry, A., Pappu, R., & Cornwell, T. B. (2011). Celebrity endorsement, brand credibility and brand equity. European Journal of Marketing, 45(6), 882–909.
Statistica.com. (2019). Number of international tourist arrivals worldwide 1996-2018.
Sweeney, J., & Swait, J. (2008). The effects of brand credibility on customer loyalty. Journal of Retailing and Consumer Services, 15(3), 179–193.
worldairlineawards. (2020). The World’s Best Airlines of 2019.
Wu, H. C., & Cheng, C. C. (2013). A hierarchical model of service quality in the airline industry. Journal of Hospitality and Tourism Management, 20, 13–22.
Yuniartha, L., & Winarto, Y. (2019, September 20). Soekarno-Hatta Airport Development: AP II encouraged to finish Terminal 4. PwC Indonesia.
Zarantonello, L., & Schmitt, B. H. (2013). The impact of event marketing on brand equity: the mediating roles of brand experience and brand attitude. International Journal of Advertising, 32(2), 255–280.