THE DIFFERENCES IN PERCEPTION REGARDING SERVICE QUALITY AND PRICE BETWEEN LOW FARE AIRLINES AND FULL SERVICE AIRLINES: CASE STUDY OF SOEKARNO-HATTA INTERNATIONAL AIRPORT, JAKARTA
RENI HEVIANDRI RIANDARINI *
Graduate School of Management and Business, Bogor Agricultural University, Indonesia.
UJANG SUMARWAN
Department of Family and Consumer Sciences, Bogor Agricultural University, Indonesia.
KIRBRANDOKO .
Graduate School of Management and Business, Bogor Agricultural University, Indonesia.
LILIK NOOR
Department of Family and Consumer Sciences, Bogor Agricultural University, Indonesia.
*Author to whom correspondence should be addressed.
Abstract
Competitive price and quality service is a strategy for the airline to survive and achieve excellence. A low cost passengers, expected to have lower expectations for service quality since realized paying a cheap price. The purpose of this paper is to analyze the perception of passengers to quality service and price between Low Fare Airline (LFA) and Full Service Airlines (FSA). Pairwise Comparison is used to compare the passenger perception of service quality and prices of the two models of business aviation Full Service Airline (FSA) and the Low Fare Airlines (LFA). The analysis showed that the average score of all dimensions of service quality and perceived fairness FSA higher prices and significantly different to the LFA. For sustainability, the company must carry out the strategy LFA airline suitability prices and improved quality of service through the overall improvement of service to consumers, especially the interior and condition of the aircraft, as well as increase flight safety and security.
Keywords: Service quality, price, Low Fair Airline, Full Service Airlines