The Influence of Service Quality towards Customer Satisfaction on Garuda Airline of Yogyakarta International Airport on Pandemic covid-19

Adib Susilo, Muhammad Kurnia Rahman Abadi, Abdullah Sahroni, Mufti Afif


This research aimed to investigate the service quality provided by Garuda Indonesia Airlines at Jogjakarta international Airport on customer satisfaction. 200 questionnaire was deployed which return and able to analyze about 142 questionnaire. Multiple Regression analysis employed to analyze the relationship between service quality dimension (tangible, reliability, responsiveness, and assurance) and customer satisfaction. The result shows that simultaneously all independents variable has a positive impact on dependent variable. Meanwhile, partially tangible and reliability has positive significant influence on customer satisfaction while responsiveness and assurance is insignificant to customer satisfaction. The R2 shows that 0.487 means 48.7% of dependent variable was explained and influenced by independent variables while the rest of it about 51.3% was influenced by another variable that not included in this research.


Garuda Indonesia Airlines; Covid-19; Customer Satisfaction; Service Quality

Full Text:


Article Metrics

Abstract view : 0 times
PDF - 0 times


Abbasi-Moghaddam, M. A., Zarei, E., Bagherzadeh, R., Dargahi, H., & Farrokhi, P. (2019). Evaluation of service quality from patients’ viewpoint. BMC Health Services Research, 19(1). Abdul Hamid, M. A. Q. (2017). Low cost airline service quality impact on customer satisfaction empirical study on KSA market. المجلة العملیة التجارة والتمویل, 37(3), 1–16. Agarwal, I., & Gowda, K. R. (2020). The effect of airline service quality on customer satisfaction and loyalty in India. Materials Today: Proceedings. Ahmed, R. R., Vveinhardt, J., Warraich, U. A., Ul Hasan, S. S., & Baloch, A. (2020). Customer satisfaction & loyalty and organizational complaint handling: Economic aspects of business operation of airline industry. Engineering Economics, 31(1), 114–125. Ali, B. J., Gardi, B., Othman, B. J., Ahmed, S. A., Ismael, N. B., Hamza, P. A., Aziz, H. M., Sabir, B. Y., Sorguli, S., & Anwar, G. (2021). Hotel service quality: The impact of service quality on customer satisfaction in hospitality. International Journal of Engineering, Business and Management, 5(3), 14–28. Ali, B. J., Saleh, P. F., Akoi, S., Abdulrahman, A. A., Muhamed, A. S., Noori, H. N., & Anwar, G. (2021). Impact of service quality on the customer satisfaction: Case study at online meeting platforms. International Journal of Engineering, Business and Management, 5(2), 65–77. Ali, J., Jusoh, A., Qosim, A., & Abroo, M. A. (2021). Service quality and its impact on customer satisfaction and loyalty in airline industry: Partial least square (pls)-structural equation modelling (SEM) approach. Journal of Contemporary Issues in Business and Government, 27(3), 2212–2224. Arief, S., & Susilo, A. (2019). Faktor-Faktor yang mempengaruhi pemilihan model bagi hasil pada sektor pertanian di wilayah karesidenan madiun. Falah: Jurnal Ekonomi Syariah, 4(2), 202. B Dawit, J., & Adem, U. (2018). The effect of perceived service quality on customer satisfaction in private commercial banks of ethiopia: The case of selected private commercial banks at dire dawa administration. Business and Economics Journal, 09(02). Babin, B. J., Joseph, F. J. H., Anderson, R. E., & Blackman, W. C. J. (2018). Multivariate data analysis. International Thomson Business Press. Bakır, M., & Atalık, Ö. (2021). Application of fuzzy AHP and fuzzy MARCOS approach for the evaluation of e-service quality in the airline industry. Decision Making: Applications in Management and Engineering, 4(1), 127–152. Balinado, J. R., Prasetyo, Y. T., Young, M. N., Persada, S. F., Miraja, B. A., & Perwira Redi, A. A. N. (2021). The effect of service quality on customer satisfaction in an automotive after-sales service. Journal of Open Innovation: Technology, Market, and Complexity, 7(2), 116. Bhuvaneswaran, R., Venkatasamy, R., & Ramarajan, R. (2018). Service quality towards customer satisfaction in low cost airline industries. International Journal of Management Studies, V(4(4)), 125. Biswakarma, D. G., & Gnawali, A. (2021). Service Quality of domestic airlines in the face of COVID-19 in Nepal. International Journal of Scientific Research and Management, 9(02), 2061–2171. Bouketir, D., & Hassani, A. (2017). Impact of banking service quality on customer satisfaction:, sample study. مجلة العلوم الانسانية, 61. El Haddad, R. (2019). Exploring service quality of low cost airlines. Services Marketing Quarterly, 40(4), 301–315. El-Adly, M. I. (2019). Modelling the relationship between hotel perceived value, customer satisfaction, and customer loyalty. Journal of Retailing and Consumer Services, 50, 322–332. Evi, E., Iqbal, M. A., & Kurniasih, A. (2019). Analysis of the influence of trust and service quality on customer value and it’s impact on customer satisfaction in online shopping case study: Lazada indonesia. European Journal of Business and Management, 11(18), 55–61. Farooq, M. S., Salam, M., Fayolle, A., Jaafar, N., & Ayupp, K. (2018). Impact of service quality on customer satisfaction in Malaysia airlines: A PLS-SEM approach. Journal of Air Transport Management, 67, 169–180. Gogoi, B. J. (2020). Service quality measures: How it impacts customer satisfaction and loyalty. International Journal of Management (IJM), 11(3), 354–365. Gregory, J. L. (2019). Applying SERVQUAL: Using service quality perceptions to improve student satisfaction and program image. Journal of Applied Research in Higher Education, 11(4), 788–799. Halim Mahphoth, M., Koe, W.-L., Krishnan, R., Erfani Abd Ghani, A., & Ismail, S. (2018). An empirical study of service quality and customer satisfaction of malaysian air passenger. KnE Social Sciences, 3(10), 1106. Hamid, M. S. B. S., Baxter, G., & Wild, G. (2021). Passenger perceptions towards service quality of airlines based in singapore. International Review of Management and Marketing, 11(1), 78–91. Hamzah, A. A., & Shamsudin, M. F. (2020). Why customer satisfaction is important to business? Journal of Undergraduate Social Science and Technology, 1(1). Huang, J., Wang, H., Fan, M., Zhuo, A., Sun, Y., & Li, Y. (2020). Understanding the impact of the COVID-19 pandemic on transportation-related behaviors with human mobility data. In KDD '20: The 26th ACM SIGKDD conference on knowledge discovery and data mining. ACM. Jusoh, A., Mardani, A., Nor, K. M., & Khudhair, H. Y. (2021). Price sensitivity as a moderating factor between the effects of airline service quality and passenger satisfaction on passenger loyalty in the airline industry. International Journal of Business Continuity and Risk Management, 11(2/3), 114. Kaurin, T., & Bošković, A. (2020). Customer satisfaction assessment by online shopping service: A case study of serbia. Tehnicki Vjesnik - Technical Gazette, 27(5), 1631–1637. Khudhair, H. Y., Jusoh, A., Nor, K. M., & Mardani, A. (2021). Price sensitivity as a moderating factor between the effects of airline service quality and passenger satisfaction on passenger loyalty in the airline industry. International Journal of Business Continuity and Risk Management, 11(2/3), 114. Kim, S.-L., & Cho, Y.-S. (2016). Study on internal service quality, job satisfaction and customer satisfaction in airline industry. Journal of the Korea Society of Computer and Information, 21(3), 113–121. Kumar, V., & Hundal, B. S. (2019). Evaluating the service quality of solar product companies using SERVQUAL model. International Journal of Energy Sector Management, 13(3), 670–693. Li, W., Yu, S., Pei, H., Zhao, C., & Tian, B. (2017). A hybrid approach based on fuzzy AHP and 2-tuple fuzzy linguistic method for evaluation in-flight service quality. Journal of Air Transport Management, 60, 49–64. Masrurul, M. M. (2019). Impact of service quality on customer satisfaction in bangladesh tourism industry: An empirical study. Advances in Management, 12(1), 136–140. Mawar, M., Andriyani, L., Gultom, A., & Ketiara, K. (2021). Dampak sosial ekonomi kebijakan pemberlakuan pembatasan kegiatan masyarakat (PPKM) di indonesia. In Prosiding seminar nasional penelitian LPPM UMJ (pp. 8–12). Universitas Muhammadiyah Jakarta. Medberg, G., & Grönroos, C. (2020). Value-in-use and service quality: Do customers see a difference? Journal of Service Theory and Practice, 30(4/5), 507–529. Murdifin Haming, A. Zulfikar Syaiful, Aditya Halim Perdana Kusuma Putra, & Imaduddin Murdifin. (2019). The application of SERVQUAL distribution in measuring customer satisfaction of retails company. Journal of Distribution Science, 17(2), 25–31. Nguyen, Q., Nisar, T. M., Knox, D., & Prabhakar, G. P. (2018). Understanding customer satisfaction in the UK quick service restaurant industry. British Food Journal, 120(6), 1207–1222. Othman, B., Harun, A., Rashid, W., & Ali, R. (2019). The impact of Umrah service quality on customer satisfaction towards Umrah travel agents in Malaysia. Management Science Letters, 1763–1772. Paek, J., & Lee, C. W. (2018). The effect of education and training on service quality, customer satisfaction and loyalty in airline industry. Management Review: An International Journa, 13(1), 49–64. Pakurár, M., Haddad, H., Nagy, J., Popp, J., & Oláh, J. (2019). The service quality dimensions that affect customer satisfaction in the jordanian banking sector. Sustainability, 11(4), 1113. Parast, M. M., & Golmohammadi, D. (2021). Operational slack, service disruptions, and service quality: Empirical evidence from the US airline industry. Computers & Industrial Engineering, 161, 107654. Park, E., Jang, Y., Kim, J., Jeong, N. J., Bae, K., & del Pobil, A. P. (2019). Determinants of customer satisfaction with airline services: An analysis of customer feedback big data. Journal of Retailing and Consumer Services, 51, 186–190. Purwati, A. A., Fitrio, T., Ben, F., & Hamzah, M. L. (2020). Product quality and after-sales service in improving customer satisfaction and loyalty. Jurnal Economia, 16(2), 223–235. Puspawigati, A. (2019). The influence of service quality towards customer satisfaction in air asia’s low cost airline services. In Proceedings of china - ASEAN tourism education alliance (CATEA) 2019 (pp. 113–121). STP Trisakti. Rahman, N. A. A., Rahim, S. A., Ahmad, M. F., & Hafizuddin-Syah, B. A. M. (2020). Exploring COVID-19 pandemic: Its impact to global aviation industry and the key strategy. International Journal of Advanced Science and Technology, 29(6), Article covidwho-830276. Rajesh, R. (2018). Impact of service quality on customer satisfaction of travel agency in kerala- A case study. International Journal of Advances in Scientific Research and Engineering, 4(4), 96–101. Riantama, D., Tsai, A.-L., Lin, S.-F., & Lin, H.-T. (2021). Evaluating airline passengers’ satisfaction during the COVID-19 pandemic: A text mining approach. In Proceedings of the ICTeSSH 2021 conference. PubPub. Rita, P., Oliveira, T., & Farisa, A. (2019). The impact of e-service quality and customer satisfaction on customer behavior in online shopping. Heliyon, 5(10), Article e02690. Rusdiyanto, R., Hidayat, W., Fayanni, Y., Rahman, M. A., Rosyidi, A. A., Khadijah, S. N., Irawan, H., Cahyani, M., Pramitasari, D. A., & Rochman, A. S. (2021). Customer satisfaction is effected by the quality of service: A case study indonesian. Turkish Journal of Computer and Mathematics Education (TURCOMAT), 12(3), 3560–3567. Saliba, K., & Zoran, A. G. (2018). Measuring higher education services using the SERVQUAL model. Journal of Universal Excellence, 4, 160–179. Saporna, G. C., & Claveria, R. A. (2019). Service quality dimensions as correlates of customer satisfaction and behavioral intentions: The case of fast food restaurants in subang jaya, selangor, malaysia. Asian Journal of Economics, Business and Accounting, 1–10. Setiawan, E. B., Wati, S., Wardana, A., & Ikhsan, R. B. (2020). Building trust through customer satisfaction in the airline industry in Indonesia: Service quality and price fairness contribution. Management Science Letters, 1095–1102. Shah, F. T., Syed, Z., Imam, A., & Raza, A. (2020). The impact of airline service quality on passengers’ behavioral intentions using passenger satisfaction as a mediator. Journal of Air Transport Management, 85, 101815. Shen, C., & Yahya, Y. (2021). The impact of service quality and price on passengers' loyalty towards low-cost airlines: The Southeast Asia perspective. Journal of Air Transport Management, 91, 101966. Shokouhyar, S., Shokoohyar, S., & Safari, S. (2020). Research on the influence of after-sales service quality factors on customer satisfaction. Journal of Retailing and Consumer Services, 56, 102139. Suau-Sanchez, P., Voltes-Dorta, A., & Cugueró-Escofet, N. (2020). An early assessment of the impact of COVID-19 on air transport: Just another crisis or the end of aviation as we know it? Journal of Transport Geography, 86, 102749. Sugiyono. (2011). Metodologi penelitian kuantitatif kualitatif dan R&D (2nd ed.). Alfabeta. Sundaram, V., Ramkumar, D., & Shankar, P. (2017). Impact of e-service quality on customer satisfaction and loyalty empirical study in india online business. Kinerja, 21(1), 48. Susilo, A. (2020). Identifying factors that affect consumer satisfaction of parklatz café in ponorogo city, east java, indonesia: An application of exploratory factor analysis. Falah: Jurnal Ekonomi Syariah, 5(1). Tanomsin, P., & Chen, C. (2018). Factors affecting customer satisfaction and loyalty towards low cost airline in thailand. International Journal of Accounting, Finance and Business, 3(7), 104–114. Thapa, S., Devkota, N., & Paudel, U. R. (2020). Effect of service quality on customer satisfaction of domestic airlines in nepal. Quest Journal of Management and Social Sciences, 2(2), 240–250. Thirunavukkarasu, A., & Nedunchezian, V. R. (2019). Relationship between service quality and customer satisfaction in airlines industry. Academy of Marketing Studies Journal, 23(4), 1–12. Tian, X., He, W., Tang, C., Li, L., Xu, H., & Selover, D. (2019). A new approach of social media analytics to predict service quality: Evidence from the airline industry. Journal of Enterprise Information Management, 33(1), 51–70. Wong, A. T.-T., & Ho, M. W.-M. (2019). Service quality and customer satisfaction on budget airlines: Kano model approach. Journal of Economics, Management and Trade, 1–16. Xuesong, L., Hongju, W., Ming, F., Shuangshuang, L., & Binbin, Z. (2021). Economic impact of the COVID-19 pandemic. In Economics of the pandemic (pp. 26–45). Routledge. Zhou, C., Albuquerque, P., & Grewal, R. (2020). Competition and firm service reliability decisions: A study of the airline industry. Journal of Marketing Research, 002224372097394.


  • There are currently no refbacks.