Proceedings of the 3rd Tarumanagara International Conference on the Applications of Social Sciences and Humanities (TICASH 2021)

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The Effect of Customer Engagement, Perceived Value and Customer Satisfaction Towards Customer Loyalty in the Indonesian Low-Cost Airlines Industry

Authors
Hardy Wicakra Kartanegara1, Keni Keni1, 2, *
1Master of Management Program, Universitas Tarumanagara, West Jakarta, DKI Jakarta, Indonesia, 11440
2Faculty of Economics and Business, Universitas Tarumanagara, West Jakarta, DKI Jakarta, Indonesia, 11470
*Corresponding author. Email: keni@fe.untar.ac.id
Corresponding Author
Keni Keni
Available Online 21 April 2022.
DOI
10.2991/assehr.k.220404.008How to use a DOI?
Keywords
Customer engagement; perceived value; customer satisfaction; customer loyalty
Abstract

This study was conducted in order to analyze the effect of customer engagement, perceived value and customer satisfaction on customer loyalty within the Indonesian low-cost airline sector. A total of 200 respondents join this research, in which all of the data were collected from respondents using questionnaires which were distributed virtually using google forms. After confirming the validity and the reliability of the data, authors then analyzed all of the data using PLS-SEM method using SmartPLS 3.3.2 software. Based on the data analysis results, authors concluded that customer engagement, perceived value and customer satisfaction had a positive and significant effect on customer loyalty toward within the Indonesian low-cost airline sector. Therefore, the results obtained in this study underlined the importance of establishing and maintaining good communication activities with all consumers, together with offering the best services possible to all consumers in order to increase consumers’ level of satisfaction and loyalty toward the company

Copyright
© 2022 The Authors. Published by Atlantis Press SARL.
Open Access
This is an open access article distributed under the CC BY-NC 4.0 license.

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Volume Title
Proceedings of the 3rd Tarumanagara International Conference on the Applications of Social Sciences and Humanities (TICASH 2021)
Series
Advances in Social Science, Education and Humanities Research
Publication Date
21 April 2022
ISBN
978-94-6239-567-1
ISSN
2352-5398
DOI
10.2991/assehr.k.220404.008How to use a DOI?
Copyright
© 2022 The Authors. Published by Atlantis Press SARL.
Open Access
This is an open access article distributed under the CC BY-NC 4.0 license.

Cite this article

risenwbib
TY  - CONF
AU  - Hardy Wicakra Kartanegara
AU  - Keni Keni
PY  - 2022
DA  - 2022/04/21
TI  - The Effect of Customer Engagement, Perceived Value and Customer Satisfaction Towards Customer Loyalty in the Indonesian Low-Cost Airlines Industry
BT  - Proceedings of the 3rd Tarumanagara International Conference on the Applications of Social Sciences and Humanities (TICASH 2021)
PB  - Atlantis Press
SP  - 43
EP  - 50
SN  - 2352-5398
UR  - https://doi.org/10.2991/assehr.k.220404.008
DO  - 10.2991/assehr.k.220404.008
ID  - Kartanegara2022
ER  -