The Influence of Safe, Perceived Price and Timelessness on the Use of

Flight Services Reviewed from Social Status and Purpose of Passenger

Travel

ZAINUR HIDAYAH1, MAYA MARIA1, SITI AISYAH2, RAMDHAN KURNIAWAN1

1Manajemen Universitas Terbuka,

INDONESIA

2Ilmu Pemerintahan Universitas Terbuka,

INDONESIA

Abstract: - Currently, air transportation is the choice of the community because of the short and comfortable

travel time. However, short travel times and travel comfort are meaningless when passenger safety is not

guaranteed. This study aims to examine the impact of safety and punctuality in the use of flight services on the

satisfaction of air transportation users. The results of the study show that social status and travel destinations are

the factors in the selection of flight services. In addition, price remains the main consideration for passengers in

choosing flight services. Safety and punctuality are major factors for passengers with official travel destinations

where travel financing is not the passenger's responsibility. Likewise, passengers with high social status will

prioritize a sense of security and punctuality in addition to the price. Meanwhile, security, punctuality, and cost

are all factors that affect passenger satisfaction in using air travel transportation.

Key-Words: - safety, timeliness, customer satisfaction, flight service, social status, satisfaction

1 Introduction

Today, the airline industry is entering a symptom of

liberalization, triggered by global alliances,

mushrooming airlines, low costs, privatization of

state-owned airlines, and online ticket sales. This

symptom has an impact on the aviation business,

[1]. In addition, the development of information

technology and the development of transportation

modes have experienced significant developments in

recent years. This situation provides opportunities

for the community to determine the choice of

transportation modes, [2]. Responding to

developments that occur in society, namely with the

increasingly open flight choices, airlines respond by

setting dynamic prices, namely ticket price

adjustments according to market conditions, [3].

The ticket price set by the airline depends on the

service provided, whether full-service or Low-Cost

Carrier / LCC.

Responding to this situation, airlines must

control ticket prices offered by agents to consumers,

[4]. Airfares can vary dynamically and significantly

for the same flight, even for the closest seat in the

same cabin. Customers are looking for the lowest

prices while airlines strive for maximum profit, [5].

Intense competition in the aviation industry

demands adjustments in service quality and prices,

[4]. This is because the quality of services provided

for air travel and the level of passenger satisfaction

with the services faced are important aspects of the

aviation business, [6].

Factors that influence passenger satisfaction are

cancellations, delays, tickets, boarding, responses,

meals, reasons for maintenance during delays, as

well as flight accidents and incidents, [7]. Flight

passenger satisfaction has a direct effect on

passenger loyalty, which is influenced by flight

timeliness, price and speed of service, [8]. However,

flight punctuality is one of the most critical factors

in supporting passenger satisfaction. Companies can

provide services according to a set schedule, [9].

Cancellations and delays in departure are indicators

of the inaccuracy of flight times as promised by

airlines, [5]

Another factor that directly affects flight

consumer satisfaction is a sense of security, namely

the guarantee that flights are not dangerous and do

not contain high risks, [10]. A sense of security is

sought by airlines through efforts to find, attract,

and retain customers to satisfy their service users,

which is part of the company's performance.

Received: May 8, 2023. Revised: September 17, 2023. Accepted: October 19, 2023. Available online: December 1, 2023.

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Airlines can ensure the safe arrival of passengers at

their destination, [11]. A guaranteed sense of

security for passengers can create the fulfilment of

consumer wants and needs, [12].

Previous studies have only examined the factors

of safety, punctuality, and price, but socioeconomic

factors have not been studied much, including

income, education, and travel destinations.

2 Literature Review and Hypotheses

2.1 Perceived Price

Punctuality is one of the factors that affect consumer

satisfaction in the aviation industry, [8]. The

definition of punctuality is the implementation of an

agreement at a certain time between different parties

[13]. Punctuality is a guarantee stated by airlines to

improve service to consumers. Good service

requires punctuality, which is the time it takes for a

service to reach customers. Efficient service is fast

service, and the desired time is the right service time

[14].

H1: Timeliness has a positive effect on price

perception.

H2: Safety has a positive effect on price

perception.

2.2 Customer Satisfaction

According to consumers, maintaining accuracy in

in-flight services provided by airlines is one of the

factors that affect customer satisfaction. This means

that arriving on time is the arrival of the aircraft at

the time of arrival and departure according to the

schedule stated on the flight schedule. If flights, in

terms of arrivals and departures, experience delays,

it will result in decreased customer satisfaction,

[15]. So, in this case, timely arrival positively

affects customer satisfaction. Studies on bus

transportation modes also show that punctuality is

one of the factors that affect passenger satisfaction,

[16]. Passenger experience in punctuality and safety

is also a predictor of service quality that has an

impact on passenger satisfaction, [17].

Another factor that affects consumer satisfaction

is a sense of security. A sense of security is a form

of safety guarantee that will be given to consumers

in connection with the use of aviation transportation

services. These services can be in the form of

protection while on board, baggage security, and

availability of safety equipment, [18], [19], [20].

Service quality and safety are predictors of

passenger satisfaction, [21] . Meanwhile, safety and

certainty of time are attributes of passenger

satisfaction with services from public transportation,

[22]. However, it is also stated that there is no

strong interaction between these attributes, and they

do not affect each other stated that prospective

passengers' perceptions of drivers and means of

transportation affect passenger satisfaction, [12].

Passenger satisfaction is influenced by the

perception of security in airport environmental

conditions, from the entrance to the cleanliness of

toilets, [23]. Another study found that perceptions

of safety and flight frequency had an impact on

passenger loyalty, although not significantly on

customer satisfaction. However, belief is strongly

influenced by satisfaction, [24].

H3: Timeliness has a positive effect on passenger

satisfaction.

H4: Safety has a positive effect on passenger

satisfaction.

H5: The perceived price has a positive effect on

passenger satisfaction.

3 Method

3.1 Sample and Data Collection

This study is quantitative research. The respondents

of this study were domestic flight passengers from

various airlines in Indonesia. Data was collected by

convenience sampling technique in 3 cities in

Indonesia, namely Banten, Medan, and Semarang.

The number of research respondents was 270, 100

from Medan, 100 from Semarang City, and 70 from

Jakarta City.

3.2 Measures

The research instrument was compiled from the

results of previous research. Price perception

variables are adopted from the results of, [25], and

[26] , while timeliness refers to studies conducted by

[27]. The security variables were compiled from the

survey results by, [22], [23], [24]. Likewise,

consumer satisfaction variables use indicators from

the research of, [15], [16]. All of these variables

were measured using 5 Likert scales, namely Scale

1: Strongly Disagree', Scale 2: Disagree, Scale 3:

Neutral, Scale 4: Agree, and Scale 5: Strongly

Agree.

3.3 Analysis Techniques

Measurement of instrument validity and reliability

in the form of internal consistency and convergent

validity. Measures of validity using confirmation

factor analysis, Composite Reliability (CR), and

Average Variance Extracted (AVE, [28].

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Meanwhile, internal consistency is measured by

measuring Cronbach's alpha and using PLS in

hypothesis testing models. The demographics of

respondents were analyzed descriptively, and t-tests

were carried out to see differences in each

demographic group of research respondents.

4 Results and Discussion

4.1 Profile of Respondent

The respondents of this study are prospective

passengers, either with business purposes or with

family interests. Respondents' profiles illustrate

differences in social status, education level, and

demographics.

Table 1. Demographic Characteristics of

Respondents

Respondent Characteristics

∑

Sex

Male

158

58,5

Female

112

41,5

Ages

≤ 20 year

17,8

21 – 25 year

17,0

26 – 30 year

19,3

31 – 40 year

>41 year

24,4

21,5

Educations

Below Senior High Schools

22,6

Higher Education

209

77,4

Monthly Amount :

≤ Rp 5.000.000

31,5

Rp 5.000.000 – 10.000.000

107

39,6

≥ Rp 10.000.000

28,9

Airline Membership:

Garuda Platinum

116

43,0

Silver

35,9

Blue

21,1

In this study, demographic differences were seen in

education level and income. Meanwhile, the profile

also describes whether respondents' travel

destinations are a determining factor in the choice of

an airline. In general, travel expenses for business

purposes are paid by the company. Table 1

illustrates the respondents' profiles.

4.2 Validity and Reliability of Measurement

The test results of the validity and reliability of the

questionnaire used are presented in Table 2. The test

results on the instrument show that the research

instrument used is valid and reliable. An indicator is

valid if the factor loading of the indicator more than

0.5, [29]. An indicator is declared reliable if the

Cronbach alpha value is above 0.6 and this is

supported by a composite reliability (CR) value of

more than 0.7, [30].

Table 2. The validity and reliability

Variable

Indi

AVE

Timeliness

TW 1

TW 2

TW 3

0.970

0.973

0.954

0.964

0.973

0.932

Safety

SF 1

SF 2

SF 3

0.922

0.866

0.919

0.877

9.30

0.815

Perceived

Price

PP1

PP 2

PP3

PP4

0.880

0.831

0.866

0.876

9.21

0.671

Passenger

Satisfaction

CC1

CC2

CC3

0.924

0.937

0.824

0.890

9.25

0.804

Based on validity and reliability tests, as shown

in Table 2, it is known that all indicators have

loading factor values above 0.5, Cronbach Alpha

values above 0.6, and Average Variance Extracted

(AVE) values greater than 0.5. Thus all instruments

are declared valid and reliable.

4.3 Finding

The results of model testing can be seen in Table 3.

Based on the results of the Q-square calculation, a

value of 0.460 is obtained. This value shows that the

model can explain the relationship between

variables in the research model by 46%. The R

Square value indicates that the model is moderate,

[31].

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Table 3. R Square, R Ajusted dan Q-Square

Variable

Adjusted

Q-

Square

=1-(1-R12)

(1-R22)

Perceived

Price

Customer

Satisfaction

0.268

0.292

0.263

0.284

0.460

Testing the hypothesis of the relationship

between research variables using a structural

equation model with the Partial Least Square (PLS)

application is shown in Figure 1 and Table 4 below.

Of the five hypotheses, three hypotheses were

accepted, namely H1, H3, and H5, where the

statistical t value was more significant than 1.96 and

P was less than 0.05. At the same time, H2 and H4

have a statistical t-value of less than 0.96 and a P-

value of more than 0.05, so they are rejected.

Fig. 1: Constructs and Indicators of Research

Models

Table 4. Hypothesis Test Result

While the results of the t-test of passenger

satisfaction related to the demographics of the

research respondents obtained the following results,

differences in the level of passenger satisfaction

occur in groups based on the level of income and the

purpose of the trip. Meanwhile, there is no

difference in the level of passenger satisfaction

based on the level of education. The T-test of

passenger satisfaction levels based on

socioeconomic respondents is presented in Table 5.

Table 5. T-Test of Passenger Satisfaction Levels

Based on Socioeconomic Respondent

Demographic

t-Value

Significant

Result

Travel

Destination

Education

Amount

Monthly

-2.194

0.472

-2.635

0.030

0.637

0.009

Different

Not

Different

5 Discussion

This research supports research which states that

travel costs incurred by passengers are in

accordance with the services received, namely

punctuality and safety during the trip, [7]. This

study proves that the timeliness of both the arrival

and departure of the aircraft will have an impact on

the travel costs that passengers can receive. This

study also proves that punctuality will have an

impact on aircraft passenger satisfaction.

Meanwhile, differences in passenger satisfaction are

also influenced by the socioeconomic conditions of

passengers and the flexibility of travel time owned

by passengers, [32].

Meanwhile, the results of this study indicate that

the level of safety does not have a positive and

significant effect on the perception of the price paid,

in contrast to previous studies which stated that

passenger safety would impact travel costs [34].

Safety behaviour is strongly influenced by age.

Older passengers will act more carefully to ensure

their safety, [33].

The results of this study also support the results

of previous studies, which state that the price

perceived by passengers will impact the level of

passenger satisfaction. However, airlines with low

travel costs or full-service levels, customer

satisfaction is determined more by the quality of

service than by the price level offered, [35].

This study shows that the socioeconomic

differences between passengers, both in terms of

economy and travel destinations, have different

satisfaction levels. The purpose of the trip for work

will impact the flexibility of a limited time than the

purpose of a vacation trip. On the other hand, the

purpose of business travel is not sensitive to the

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price to be paid because all travel costs are the

organization's responsibility. For this reason, the

level of service, safety, and punctuality are the main

things.

On the economic side, higher-income

passengers tend to pay more attention to safety and

punctuality. Generally, passengers with higher

incomes have a higher age and less time flexibility.

Meanwhile, passenger satisfaction with safety,

punctuality, and travel costs did not differ at the

level of education.

6 Conclusion

From the results of this study, it can be concluded

that price perception is strongly influenced by the

timeliness of both arrival and departure. However,

the perception of the price paid is not affected by the

perception of safety in travel. Passenger satisfaction

is not influenced by the perception of safety during

the trip but is more determined by the timeliness and

perception of the price to be paid. The difference in

passenger socioeconomic, both from the purpose of

the journey and the socioeconomic level, has a

difference in passenger satisfaction. However, it

does not differ based on differences in education

levels. These findings support the theory of

punctuality and safety [7], [32].

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Contribution of Individual Authors to the

Creation of a Scientific Article (Ghostwriting

Policy)

- Zainur Hidayah and Siti Aisyah, responsible for

harmonizing and optimizing the manuscript.

- Maya Maria contributed to the collection of

literature, which supported the writing of the

manuscript.

- Ramdhan Kurniawan contributed to the

processing and analysis of statistical data.

Sources of Funding for Research Presented in a

Scientific Article or Scientific Article Itself

No funding was received for conducting this study.

Conflict of Interest

The authors have no conflict of interest to declare.

Creative Commons Attribution License 4.0

(Attribution 4.0 International, CC BY 4.0)

This article is published under the terms of the

Creative Commons Attribution License 4.0

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