The impact of Acehnese respect to customization, corporate reputation and airline service quality to switching barriers and customer loyalty: A study of airline customers in Indonesia

Syafruddin Chan, Zainal Putra, Kurnia Asni


This study aimed to observe the impact of Acehnese Respect to Customization, Corporate Reputation and Airline Service Quality to Customer Loyalty with Switching Barriers as a mediating variable. The finding of this study would very use full to enrich the references how ethnical culture factor will also have a contribution to developing customer loyalty among airlines customers. Questionnaires distributed in the International Airport of Indonesia with Acehnese Ethnic segment as its primary target respondents.  This survey was using probability sampling techniques to define its sample and respondents. Data were collected and then be analyzed using covariance Based SEM, AMOS. Hypothesis test results proved that there was a positive and significant influence among four variables examined in the study, both directly and indirectly. Although all the independent variables affect Customer Loyalty as dependence variable either directly or indirectly, but a more powerful influence given by variable of Airline Service Quality, compared to four other variables. This is shown by the coefficient numbers on the arrows leading to Customer Loyalty of 0.60 which is the highest coefficient compared to coefficients from other variables. Among the indicators that make up the Airline Service Quality, the indicator "Very friendly cabin crew service and ground staff” has the highest value with a score of 0.843. So this indicator was also played significant role to increase the Customer Loyalty of airline industry in Indonesia.

Full Text:



Abimbola, T., Trueman, M., & Iglesias, O. (2012). Corporate identity, corporate branding, and corporate reputations: Reconciliation and integration. European Journal of. Retrieved from

Basu, A., & Muylle, S. (1999). Customization in online trade processes. Advance Issues of E-Commerce and Web-. Retrieved from

Caruana, A., & Ewing, M. T. (2010). How corporate reputation, quality, and value influence online loyalty. Journal of Business Research, 63(9–10), 1103–1110.

Chang, Y. H., & Chen, F. Y. (2007). Relational benefits, switching barriers and loyalty: A study of airline customers in Taiwan. Journal of Air Transport Management, 13(2), 104–109.

Deng, Z., Lu, Y., Wei, K. K., & Zhang, J. (2010). Understanding customer satisfaction and loyalty: An empirical study of mobile instant messages in China. International Journal of Information Management, 30(4), 289–300.

Dowling, G. (2006). How good corporate reputations create corporate value. Corporate Reputation Review. Retrieved from

Du, X., Jiao, J., & Tseng, M. (2006). Understanding customer satisfaction in product customization. The International Journal of Advanced. Retrieved from

Etemad-Sajadi, R., & Way, S. (2016). Airline Passenger Loyalty: The Distinct Effects of Airline Passenger Perceived Pre-Flight and In-Flight Service Quality. Cornell Hospitality. Retrieved from

Fombrun, C. (2001). Corporate reputations as economic assets. The Blackwell Handbook of Strategic.

Grabner-Kräuter, S., & Faullant, R. (2008). Consumer acceptance of internet banking: the influence of internet trust. International Journal of Bank Marketing, 26(7), 483–504.

Han, H., Back, K., & Barrett, B. (2009). Influencing factors on restaurant customers’ revisit intention: The roles of emotions and switching barriers. International Journal of Hospitality Management. Retrieved from

Jiang, H., & Zhang, Y. (2016). An investigation of service quality, customer satisfaction and loyalty in China’s airline market. Journal of Air Transport Management. Retrieved from

Johnson, M., & Ettlie, J. (2001). Technology, customization, and reliability. Journal of Quality Management. Retrieved from

Jones, M., Mothersbaugh, D., & Beatty, S. (2000). Switching barriers and repurchase intentions in services. Journal of Retailing. Retrieved from

Julander, C., & Söderlund, M. (2003). Effects of switching barriers on satisfaction, repurchase intentions and attitudinal loyalty. SSE/EFI Working. Retrieved from

Liu, C., Guo, Y., & Lee, C. (2011). The effects of relationship quality and switching barriers on customer loyalty. International Journal of Information Management. Retrieved from

Monsuwé, T. P. y, & Dellaert, B. (2004). What drives consumers to shop online? A literature review. International Journal of. Retrieved from

Moore, S., Rodger, K., & Taplin, R. (2015). Moving beyond visitor satisfaction to loyalty in nature-based tourism: a review and research agenda. Current Issues in Tourism. Retrieved from

Naik, C., & Gantasala, S. (2010). Service quality (SERVQUAL) and its effect on customer satisfaction in retailing. European Journal of Social. Retrieved from

Narver, J.C., Slater, S. F. and M. (2000). No Title. Marketing Science Institute., 116.

Park, J., Robertson, R., & Wu, C. (2004). The effect of airline service quality on passengers’ behavioural intentions: a Korean case study. Journal of Air Transport Management. Retrieved from

Patterson, P., & Smith, T. (2003). A cross-cultural study of switching barriers and propensity to stay with service providers. Journal of Retailing. Retrieved from

Šerić, N., & Rakušić, K. (2013). Impact characteristics of cruising routes to its differentiation in a cruising tourism. International Scientific Forum ISF 2013, 12–14. Retrieved from

Tsaur, S., Chang, T., & Yen, C. (2002). The evaluation of airline service quality by fuzzy MCDM. Tourism Management. Retrieved from

Vesel, P., & Zabkar, V. (2009). Managing customer loyalty through the mediating role of satisfaction in the DIY retail loyalty program. Journal of Retailing and Consumer Services, 16(5), 396–406.

Wirtz, J., Brah, S., & Yanamandram, V. (2006). Switching barriers in business-to-business services: a qualitative study. International Journal of. Retrieved from

Yim, C., Tse, D., & Chan, K. (2008). Strengthening customer loyalty through intimacy and passion: Roles of customer-firm affection and customer–staff relationships in services. Journal of Marketing Research. Retrieved from

Zhu, J. (2017). Airline Service Quality Performance: A Comparison of Air China and Hainan Airlines. Retrieved from


  • There are currently no refbacks.

Copyright © 2017 Syiah Kuala University

ISSN: 2345-6789

Creative Commons License

This work is licensed under a Creative Commons Attribution 4.0 International License.