Analysis of the effect of perceived safety, brand image, mobile app quality and service quality on repurchase intention through satisfaction at Indonesia airline
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Abstract
Airlines in Indonesia are competing quite competitively to achieve revenue targets, considering the decline in the number of consumers even though the Covid-19 pandemic is over. This study aims to examine the effect of perceived safety, brand image, app mobile quality and service quality on satisfaction, and its impact on repurchase intention on one of the airlines, Citilink Indonesia. This study was conducted quantitatively on 275 respondents who had flown using Citilink for at least 1x and were domiciled in Jabodetabek, Indonesia. The results of this study indicate that perceived safety, brand image, app mobile quality and service quality have a significant and positive influence on satisfaction. And satisfaction also has a significant influence on repurchase intention
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How to Cite
Widianto, R., & Ginting, A. M. (2025). Analysis of the effect of perceived safety, brand image, mobile app quality and service quality on repurchase intention through satisfaction at Indonesia airline. Enrichment : Journal of Management, 14(6), 1078-1087. https://doi.org/10.35335/enrichment.v14i6.2191
References
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Ali, I. O. R., Ramadini, K., Lesmini, L., & Iryatie, M. (2021). Price and Promotion As the Factor of Citilink Passengers Ticket Purchase Intention During the Covid-19 Pandemic. Advances in Transportation and Logistics Research, 4, 372–384.
Andriyani, N., & Sari, D. N. (2022). The Influence of Trust and Service Quality on Customer Satisfaction of Islamic Banks. Etihad: Journal of Islamic Banking and Finance, 2(2), 155–171. https://doi.org/10.21154/etihad.v2i2.5184
Anggi, A., Alvi, A. F., & Deny, R. D. (2022). Pengaruh Kinerja Layanan And Persepsi Harga Terhadap Kepuasan Pelanggan And Minat Beli Ulang Pada Maskapai Penerbangan Pt. Citilink Indonesia Di Pekanbaru. Jurnal Online Mahasiswa (JOM) Bidang Ilmu Ekonomi, 8(1), 1–14.
Araújo, J., Pereira, I. V., & Santos, J. D. (2023). The Effect of Corporate Social Responsibility on Brand Image and Brand Equity and Its Impact on Consumer Satisfaction. Administrative Sciences, 13(5). https://doi.org/10.3390/admsci13050118
Ardini, L., Mani, L., Aras, M., Bellafania, C., & Adlianto, R. P. (2022). The roles of service quality, perceived price and satisfaction to passenger’s loyalty: A study of full service national airline carriers of Indonesia. Linguistics and Culture Review, 6, 615–630. https://lingcure.org/index.php/journal/article/view/2121
Arif, M. E. (2019). the Influence of Electronic Word of Mouth (Ewom), Brand Image, and Price on Re-Purchase Intention of Airline Customers. Jurnal Aplikasi Manajemen, 17(2), 345–356. https://doi.org/10.21776/ub.jam.2019.017.02.18
Arwachyntia, S. S., & Sijabat, R. (2022). Analisa pengaruh social media influencer and social media marketing terhadap brand image serta dampaknya pada purchase intention (studi kasus pada perawatan wajah pria). Jurnal Perilaku And Strategi Bisnis, 10(1).
Azzahra, T. R., & Kusumawati, N. (2023). Impact of Mobile Service Quality, Perceived Value, Perceived Usefulness, Perceived Ease of Use, Customer Satisfaction Towards Continuance Intention to Use MyTelkomsel App. Journal of Consumer Studies and Applied Marketing, 1(1), 46–60. https://doi.org/10.58229/jcsam.v1i1.74
Badarou, N. S. (2021). Impact of Customer Satisfaction on Purchasing Decision. The International Journal of Business & Management, 9(6), 9–12. https://doi.org/10.24940/theijbm/2021/v9/i6/bm2106-004
Begzjav, T., & Prentice, C. (2018). In-Flight Service Quality and Perceived Safety with Satisfaction and Loyalty-the case of Mongolian Airline. April. https://doi.org/10.13140/RG.2.2.12216.70403
Cahyani, A., Gunadi, I. M. A., & Mbulu, Y. P. (2019). Pengaruh Customer Experience Terhadap Repurchase Intention Pada Pt. Traveloka Indonesia. Jurnal Sains Terapan Pariwisata, 4(1), 25–36.
Gosal, G. B. R., & Bernarto, I. (2021). Pengaruh E-security, E-service Quality terhadap E-satisfaction and Pengaruh E-satisfaction, E-security, and E-service Quality terhadap E-repurchase Intention Secara Langsung pada Pengguna E-commerce Tokopedia. Jurnal Administrasi Bisnis (JAB), 11(2), 93–103.
Ishmael, & Dei, R. (2018). Effects of Service Quality and Customer Satisfaction on Repurchase Intention in Restaurants on University of Cape Coast Campus. Journal of Tourism, Heritage & Services Marketing, 4(1), 27–36. http://doi.org/10.5281/zenodo.1247542
Juniarti, A. R., Challen, A. E., & Komala, L. (2023). Faktor-Faktor Yang Mempengaruhi Harga Saham Dari Sisi Audit. AKUA: Jurnal Akuntansi And Keuangan, 2(1), 80–86.
Kharisma, P. (2023). Analisis Financial Target, Financial Stability, And Ineffective Monitoring Yang Memengaruhi Kecurangan Pelaporan Keuangan (Studi Pada Perusahaan Farmasi Yang Terdaftar Di Bursa Efek Indonesia).
Khuzaifah, H., Hendrati, I. M., & Purwanto, S. (2023). The Effect Of Service Quality And Price Perception On Repurchase Intention Through Customer Satisfaction Citilink Juanda Airport Surabaya. 16(1), 49–63.
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Lianto, A. F. (2018). Pengaruh Trust, Perceived Value, Brand Image And Satisfaction Terhadap Repurchase Intention Batik Air Di Jakarta And Tangerang. Jurnal Manajemen Bisnis And Kewirausahaan, 2(4).
Lin, T. T., Yeh, Y. Q., & Hsu, S. Y. (2022). Analysis of the Effects of Perceived Value, Price Sensitivity, Word-of-Mouth, and Customer Satisfaction on Repurchase Intentions of Safety Shoes under the Consideration of Sustainability. Sustainability (Switzerland), 14(24). https://doi.org/10.3390/su142416546
Ma, G., Ding, Y., & Ma, J. (2022). The Impact of Airport Physical Environment on Perceived Safety and Domestic Travel Intention of Chinese Passengers during the COVID-19 Pandemic: The Mediating Role of Passenger Satisfaction. Sustainability (Switzerland), 14(9). https://doi.org/10.3390/su14095628
Made, M. (2021). The Effect Of Price Perception , Product Quality , And Service Quality On Repurchase Intention Made Mahendrayanti , I Made Wardana. American Journal of Humanities and Social Sciences Research (AJHSSR), 1, 182–188.
Meisaroh, F., Sudarmiatin Sudarmiatin, & Agus Hermawan. (2022). the Effect of E-Service Quality on Repurchase Intention Through E-Trust and E-Satisfaction (Study of B2B Emos Marketplace’S User in Malang). Journal of Management and Informatics, 1(3), 07–15. https://doi.org/10.51903/jmi.v1i3.142
Mulyono, R. A., & Pasaribu, L. H. (2021). The Impact of Mobile Service Quality and Brand Image on Customer Loyalty. Enrichment: Journal of Management, 12(1), 1–7. https://enrichment.iocspublisher.org/index.php/enrichment/article/view/141
Nurul, H. (2021). Analisis Kinerja Keuangan Pada Pt Citilink Indonesia. Politeknik Negeri Ujung Pandang.
Praja, A. D., & Haryono, T. (2022). The Effect Of Brand Image And Product Quality On Repurchase Intention Mediated By Consumer Satisfaction Study At Uniqlo In Solo. International Journal of Economics, Business and Accounting Research (IJEBAR), 33(1), 1–12.
Prasetyo, A. N., & Yusran, H. L. (2022). Pengaruh E-Service Quality And E-Trust Terhadap Repurchase Intention Melalui E-Satisfaction Pada Pengguna E-Commerce. Ijd-Demos, 4(1), 137–151. https://doi.org/10.37950/ijd.v4i1.193
Puspaningrum, A. (2020). the Influence of Brand Image on Satisfaction To Improve Customer Retention Towards Batik Keris in Malang City. Jurnal Aplikasi Manajemen, 18(1), 142–151. https://doi.org/10.21776/ub.jam.2020.018.01.14
Ringle, C. M., Sarstedt, M., & Zimmermann, L. (2011). Customer satisfaction with commercial airlines: The role of perceived safety and purpose of travel. Journal of Marketing Theory and Practice, 19(4), 459–472. https://doi.org/10.2753/MTP1069-6679190407
Sari, F. M., & Zuhra, S. E. (2019). Pengaruh Airline Image And Word Of Mouth Terhadap Purchase Intention Pada Pengguna Maskapai Penerbangan Lion Air Kota Banda Aceh. Jurnal Ilmiah Mahasiswa Ekonomi Manajemen, 4(4), 648–671.
Setyanta, B. (2021). Antecedents and Consequences of Airline Customer Satisfaction. Asian Journal of Management Entrepreneurship and Social Sciene, 01(01), 153–160.
Shiwakoti, N., Jiang, H., & Nguyen, A. D. (2022). Passengers’ perception of safety and its relationship with demographics, service quality, satisfaction and loyalty in airlines sector - A case study of Vietnam to Australia route. Transport Policy, 124(May), 194–202. https://doi.org/10.1016/j.tranpol.2021.04.029
Siti Nur Rahmadhany, & Lia Amalia. (2023). The Effect of Brand Image and Brand Experience on Brand Satisfaction and Brand Loyalty of Wardah Cosmetics. Formosa Journal of Sustainable Research, 2(9), 2203–2218. https://doi.org/10.55927/fjsr.v2i9.5655
Ali, I. O. R., Ramadini, K., Lesmini, L., & Iryatie, M. (2021). Price and Promotion As the Factor of Citilink Passengers Ticket Purchase Intention During the Covid-19 Pandemic. Advances in Transportation and Logistics Research, 4, 372–384.
Andriyani, N., & Sari, D. N. (2022). The Influence of Trust and Service Quality on Customer Satisfaction of Islamic Banks. Etihad: Journal of Islamic Banking and Finance, 2(2), 155–171. https://doi.org/10.21154/etihad.v2i2.5184
Anggi, A., Alvi, A. F., & Deny, R. D. (2022). Pengaruh Kinerja Layanan And Persepsi Harga Terhadap Kepuasan Pelanggan And Minat Beli Ulang Pada Maskapai Penerbangan Pt. Citilink Indonesia Di Pekanbaru. Jurnal Online Mahasiswa (JOM) Bidang Ilmu Ekonomi, 8(1), 1–14.
Araújo, J., Pereira, I. V., & Santos, J. D. (2023). The Effect of Corporate Social Responsibility on Brand Image and Brand Equity and Its Impact on Consumer Satisfaction. Administrative Sciences, 13(5). https://doi.org/10.3390/admsci13050118
Ardini, L., Mani, L., Aras, M., Bellafania, C., & Adlianto, R. P. (2022). The roles of service quality, perceived price and satisfaction to passenger’s loyalty: A study of full service national airline carriers of Indonesia. Linguistics and Culture Review, 6, 615–630. https://lingcure.org/index.php/journal/article/view/2121
Arif, M. E. (2019). the Influence of Electronic Word of Mouth (Ewom), Brand Image, and Price on Re-Purchase Intention of Airline Customers. Jurnal Aplikasi Manajemen, 17(2), 345–356. https://doi.org/10.21776/ub.jam.2019.017.02.18
Arwachyntia, S. S., & Sijabat, R. (2022). Analisa pengaruh social media influencer and social media marketing terhadap brand image serta dampaknya pada purchase intention (studi kasus pada perawatan wajah pria). Jurnal Perilaku And Strategi Bisnis, 10(1).
Azzahra, T. R., & Kusumawati, N. (2023). Impact of Mobile Service Quality, Perceived Value, Perceived Usefulness, Perceived Ease of Use, Customer Satisfaction Towards Continuance Intention to Use MyTelkomsel App. Journal of Consumer Studies and Applied Marketing, 1(1), 46–60. https://doi.org/10.58229/jcsam.v1i1.74
Badarou, N. S. (2021). Impact of Customer Satisfaction on Purchasing Decision. The International Journal of Business & Management, 9(6), 9–12. https://doi.org/10.24940/theijbm/2021/v9/i6/bm2106-004
Begzjav, T., & Prentice, C. (2018). In-Flight Service Quality and Perceived Safety with Satisfaction and Loyalty-the case of Mongolian Airline. April. https://doi.org/10.13140/RG.2.2.12216.70403
Cahyani, A., Gunadi, I. M. A., & Mbulu, Y. P. (2019). Pengaruh Customer Experience Terhadap Repurchase Intention Pada Pt. Traveloka Indonesia. Jurnal Sains Terapan Pariwisata, 4(1), 25–36.
Gosal, G. B. R., & Bernarto, I. (2021). Pengaruh E-security, E-service Quality terhadap E-satisfaction and Pengaruh E-satisfaction, E-security, and E-service Quality terhadap E-repurchase Intention Secara Langsung pada Pengguna E-commerce Tokopedia. Jurnal Administrasi Bisnis (JAB), 11(2), 93–103.
Ishmael, & Dei, R. (2018). Effects of Service Quality and Customer Satisfaction on Repurchase Intention in Restaurants on University of Cape Coast Campus. Journal of Tourism, Heritage & Services Marketing, 4(1), 27–36. http://doi.org/10.5281/zenodo.1247542
Juniarti, A. R., Challen, A. E., & Komala, L. (2023). Faktor-Faktor Yang Mempengaruhi Harga Saham Dari Sisi Audit. AKUA: Jurnal Akuntansi And Keuangan, 2(1), 80–86.
Kharisma, P. (2023). Analisis Financial Target, Financial Stability, And Ineffective Monitoring Yang Memengaruhi Kecurangan Pelaporan Keuangan (Studi Pada Perusahaan Farmasi Yang Terdaftar Di Bursa Efek Indonesia).
Khuzaifah, H., Hendrati, I. M., & Purwanto, S. (2023). The Effect Of Service Quality And Price Perception On Repurchase Intention Through Customer Satisfaction Citilink Juanda Airport Surabaya. 16(1), 49–63.
Kington, H., Chapman, M., Clarke, C., & Beesley, S. (2018). Principles of marketing. In BSAVA Manual of Small Animal Practice Management and Development. https://doi.org/10.22233/9781910443156.25
Lianto, A. F. (2018). Pengaruh Trust, Perceived Value, Brand Image And Satisfaction Terhadap Repurchase Intention Batik Air Di Jakarta And Tangerang. Jurnal Manajemen Bisnis And Kewirausahaan, 2(4).
Lin, T. T., Yeh, Y. Q., & Hsu, S. Y. (2022). Analysis of the Effects of Perceived Value, Price Sensitivity, Word-of-Mouth, and Customer Satisfaction on Repurchase Intentions of Safety Shoes under the Consideration of Sustainability. Sustainability (Switzerland), 14(24). https://doi.org/10.3390/su142416546
Ma, G., Ding, Y., & Ma, J. (2022). The Impact of Airport Physical Environment on Perceived Safety and Domestic Travel Intention of Chinese Passengers during the COVID-19 Pandemic: The Mediating Role of Passenger Satisfaction. Sustainability (Switzerland), 14(9). https://doi.org/10.3390/su14095628
Made, M. (2021). The Effect Of Price Perception , Product Quality , And Service Quality On Repurchase Intention Made Mahendrayanti , I Made Wardana. American Journal of Humanities and Social Sciences Research (AJHSSR), 1, 182–188.
Meisaroh, F., Sudarmiatin Sudarmiatin, & Agus Hermawan. (2022). the Effect of E-Service Quality on Repurchase Intention Through E-Trust and E-Satisfaction (Study of B2B Emos Marketplace’S User in Malang). Journal of Management and Informatics, 1(3), 07–15. https://doi.org/10.51903/jmi.v1i3.142
Mulyono, R. A., & Pasaribu, L. H. (2021). The Impact of Mobile Service Quality and Brand Image on Customer Loyalty. Enrichment: Journal of Management, 12(1), 1–7. https://enrichment.iocspublisher.org/index.php/enrichment/article/view/141
Nurul, H. (2021). Analisis Kinerja Keuangan Pada Pt Citilink Indonesia. Politeknik Negeri Ujung Pandang.
Praja, A. D., & Haryono, T. (2022). The Effect Of Brand Image And Product Quality On Repurchase Intention Mediated By Consumer Satisfaction Study At Uniqlo In Solo. International Journal of Economics, Business and Accounting Research (IJEBAR), 33(1), 1–12.
Prasetyo, A. N., & Yusran, H. L. (2022). Pengaruh E-Service Quality And E-Trust Terhadap Repurchase Intention Melalui E-Satisfaction Pada Pengguna E-Commerce. Ijd-Demos, 4(1), 137–151. https://doi.org/10.37950/ijd.v4i1.193
Puspaningrum, A. (2020). the Influence of Brand Image on Satisfaction To Improve Customer Retention Towards Batik Keris in Malang City. Jurnal Aplikasi Manajemen, 18(1), 142–151. https://doi.org/10.21776/ub.jam.2020.018.01.14
Ringle, C. M., Sarstedt, M., & Zimmermann, L. (2011). Customer satisfaction with commercial airlines: The role of perceived safety and purpose of travel. Journal of Marketing Theory and Practice, 19(4), 459–472. https://doi.org/10.2753/MTP1069-6679190407
Sari, F. M., & Zuhra, S. E. (2019). Pengaruh Airline Image And Word Of Mouth Terhadap Purchase Intention Pada Pengguna Maskapai Penerbangan Lion Air Kota Banda Aceh. Jurnal Ilmiah Mahasiswa Ekonomi Manajemen, 4(4), 648–671.
Setyanta, B. (2021). Antecedents and Consequences of Airline Customer Satisfaction. Asian Journal of Management Entrepreneurship and Social Sciene, 01(01), 153–160.
Shiwakoti, N., Jiang, H., & Nguyen, A. D. (2022). Passengers’ perception of safety and its relationship with demographics, service quality, satisfaction and loyalty in airlines sector - A case study of Vietnam to Australia route. Transport Policy, 124(May), 194–202. https://doi.org/10.1016/j.tranpol.2021.04.029
Siti Nur Rahmadhany, & Lia Amalia. (2023). The Effect of Brand Image and Brand Experience on Brand Satisfaction and Brand Loyalty of Wardah Cosmetics. Formosa Journal of Sustainable Research, 2(9), 2203–2218. https://doi.org/10.55927/fjsr.v2i9.5655