How does service quality impact the behavioral intentions of full-service airline passengers through a hierarchical model?

Abstract

This study aims to investigate several factors that influence the behavioral intentions of full-service airlines’ passengers in the air transportation industry in Indonesia. The possibility that consumers have behavioral intentions will be characterized by intention to repurchase, desire to provide recommendations to others, and have a willingness to pay a premium price. Some factors that are considered to influence behavioral intentions, both directly and indirectly, are service quality, brand credibility, and brand experience. Respondents in this study were selected based on purposive sampling with the criteria that the respondents were full-service passengers who were willing to fill out a questionnaire.