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All Journal Formosa Journal of Science and Technology (FJST)
Yhani Mardani
Universitas Informatika dan Bisnis Indonesia
Humanities Computer Science & IT Education Industrial & Manufacturing Engineering Social Sciences

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Customer Experience as a Predictor of Customer Loyalty Behavior Towards Airlines Yhani Mardani
Formosa Journal of Science and Technology Vol. 4 No. 7 (2025): July 2025
Publisher : PT FORMOSA CENDEKIA GLOBAL

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55927/fjst.v4i7.169

Abstract

This study aims to examine the influence of customer experience on customer loyalty behavior, especially in low-cost carrier airlines in Indonesia. The unit of analysis in this study is a national airline company that has implemented a customer relationship management program (Frequent Flyer), which includes three airlines: Lion Air (Lion Air Passport), Citilink (Supergreen Card), and AirAsia (Big Loyalty Card). Meanwhile, the observation unit consists of passengers who have membership in more than one airline. This study uses a cross-sectional time horizon, where primary data is collected through a questionnaire involving 200 respondents with a purposive sampling method. Verification analysis is carried out using Structural Equation Modeling (SEM). The results of the study indicate that customer experience has a positive effect on customer loyalty behavior of LCC airlines in Indonesia.
Understanding the Role of Tourist Attitudes in Generating Electronic Word of Mouth Yhani Mardani
Formosa Journal of Science and Technology Vol. 5 No. 1 (2026): January 2026
Publisher : PT FORMOSA CENDEKIA GLOBAL

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55927/fjst.v5i1.408

Abstract

In the context of digital tourism, tourist attitudes are considered an important factor that can encourage the spread of electronic word-of-mouth (e-WOM), which plays a strategic role in influencing the decisions of potential tourists. This study aims to examine the influence of tourist attitudes on e-WOM in the context of tourism in Garut Regency. The study uses a quantitative approach with primary data collected through a five-point Likert scale questionnaire distributed online via the WhatsApp application. The sample was taken using convenience sampling techniques followed by snowball sampling, with domestic tourist respondents from outside Garut who reside in West Java Province and are over 18 years of age. Data analysis was performed using Partial Least Square–Structural Equation Modeling (SEM-PLS) with a total of 200 respondents. The results of the study indicate that tourist attitudes have a positive and significant effect on e-WOM, with a fairly strong explanatory power. These findings confirm that positive tourist attitudes towards Garut as a destination encourage online information sharing and recommendation behavior, and provide important implications for the management and promotion of digital-based tourism destinations.
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