Customer Satisfaction of Low-Cost Airline Application

Abstract

This research will examine the level of customer satisfaction when people use AirAsia application during COVID-19 pandemic. There are three objectives that research create which are to examine the effect of price towards customer satisfaction on AirAsia application during COVID-19 pandemic, to observe the impact of service quality towards customer satisfaction on AirAsia application during COVID-19 pandemic, and to investigate the relationship between safety and customer satisfaction on AirAsia application during COVID-19 pandemic. The research use AirAsia application to know customer’s pattern. Based on framework, the variables use concept adaption. The variables are price, service quality and safety as independent variables. The variables have positive relationship toward customer satisfaction as dependent variable. In this research, a total of 156 sets of questionnaires were distributed among customers between age 18 until 68 years old. SPSS and Smart PLS are used to analyze the data collected.