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All Journal Jurnal Kajian Bali Journal of Indonesian Tourism and Development Studies JAM : Jurnal Aplikasi Manajemen ASEAN Journal on Hospitality and Tourism JMBI UNSRAT (Jurnal Ilmiah Manajemen Bisnis dan Inovasi Universitas Sam Ratulangi) Jurnal Kreativitas PKM JSHP (Jurnal Sosial Humaniora dan Pendidikan) Ultima Management : Jurnal Ilmu Manajemen Patrawidya: Seri Penerbitan Penelitian Sejarah dan Budaya International Journal of Economics, Business and Accounting Research (IJEBAR) Jurnal Ekonomi Manajemen Sistem Informasi Jurnal Ilmiah Edunomika (JIE) GANDRUNG: Jurnal Pengabdian Kepada Masyarakat Jurnal Cahaya Mandalika Global Research on Tourism Development and Advancement (GARUDA) Journal Research of Social Science, Economics, and Management JPLED Jurnal Sains Terapan Pariwisata
Agoes Tinus Lis Indrianto
Universitas Ciputra
Religion Agriculture, Biological Sciences & Forestry Arts Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Engineering Environmental Science Health Professions Languange, Linguistic, Communication & Media Library & Information Science Mathematics Medicine & Pharmacology Nursing Physics Public Health Social Sciences Veterinary Other

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The Influence of Airline Image and Service Quality on Purchase Intention and Its Impact on Passenger Loyalty of Lion Air Guntur Gunawan; Agoes Tinus Lis Indrinanto; Metta Padmalia
Journal Research of Social Science, Economics, and Management Vol. 4 No. 11 (2025): Journal Research of Social Science, Economics, and Management
Publisher : Publikasi Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59141/jrssem.v4i11.895

Abstract

Lion Air is the airline remaining in operation in Indonesia, serving the community's air transportation requirements. This airline charges low fares. The level of service quality impacts customer loyalty, particularly in transport services. In this context, the three categories of service quality are pre-, in-, and post-flight. This study adopts SERVQUAL Theory and Loyalty Theory as a theoretical review. This research used a quantitative methodology. SEM PLS via route analysis will be used to analyze the gathered data. A total of 260 samples were utilized. According to the study's findings, purchasing intention is positively and significantly impacted by airline image and service quality. Customer loyalty is positively and significantly impacted by purchase intention. Service quality and airline image have a major indirect impact on loyalty via purchasing intention. Thus, purchase intention is a mediating variable that connects customer perceptions of image and service with their decision to remain loyal to Lion Air. This finding provides important implications for Lion Air management to focus on building a positive image and consistency in service to encourage purchase intention and increase customer loyalty in the long term.
Integration of Emotional Intelligence in the Strategic Services of Omah Tumbuh Potensi Reni Dwi Wahyuni; Agoes Tinus Lis Indrianto; Hilda Yunita Wono
Journal of Practice Learning and Educational Development Vol. 6 No. 2 (2026): Journal of Practice Learning and Educational Development (JPLED) in Press
Publisher : Global Action and Education for Society

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58737/jpled.v6i2.1251

Abstract

This study aims to understand how Emotional Intelligence (EI) is integrated in the strategic service process through the O.M.A.H© - Observe, Manage, Articulate/Act, Harvest framework at Omah Tumbuh Potensi (OTP). This study is motivated by the limited research that examines EI as part of the service process systematically, as most previous studies have focused more on the relationship between variables at the individual level. This research adopts a qualitative descriptive approach using in-depth interviews with purposively selected informants, including the CEO/Founder, Business Partner, Business Assistant, and 2 Clients. The data were analyzed using a thematic approach to identify patterns and meanings of EI integration in service processes. The results of the study show that EI not only functions as an individual competency in the OTP team, but also as an emotional capability that is operationalized through a structured service process. The O.M.A.H© framework serves as an applied model that allows the integration of EI in strategic services to be consistent. The findings of the study also show that superior service in the context of OTP is interpreted as a relational outcome formed through the quality of interaction and client experience during the service process. This research makes a theoretical contribution by expanding the understanding of EI as part of the service process and introducing the O.M.A.H© framework in strategic service design. Practically, this research also provides implications for service organizations in developing an EI-based service approach that is integrated in strategic services on a sustainable basis.
Co-Authors Abdullah , Azrul Adrie Oktavio Agustinus Nugroho Agustinus Nugroho Andreas P. Muljono Anna Kristanti, Dwi Anna Safira Azila Azmi Azmi , Azila Azrul Abdullah Basri Rashid Basri Rashid, Basri Brillyan Lorinanto Dimas Wahyu Setyawan Elisabeth Julianna C Paput Erris Kusumawidjaya Fransiska Amelia Sugianto Guntur Gunawan Hendra Hilda Yunita Wono I Dewa Gde Satrya Widyaduta Ivana Grasielda Kadir H. Din Kadir H. Din, Kadir H. Kusmastuti, Erny Lexi Pranata Budidharmanto Liestya Padmawidjaja Mat Isa, Norshamshina Metta Padmalia Michael Aditya Lesmana Michelle, Kathleen Nengrugaya Nony Kezia Marchyta Norshamshina Mat Isa Purwadi, Kezia Victory Putu Sucita Yanthy Rean Mitasari Reni Dwi Wahyuni Revitha Regina Rejadi Rizki Adityaji Samantha Jane Hampton Sherryn Sheronna Steven Gunawan Sucita Yanthy , Putu Susilo, Clarissa Tony Antonio Tourism Verina Wijaya Widyawati, Christy Wiliam Santoso Yahya, Ellen Lawrencia Yopy Junianto