How airline service post COVID-19 pandemic? domestic LCC passenger perception in Indonesia

. Domestic Low-Cost Carrier (LCC) airlines are the primary choice for travelers when traveling during the post-pandemic COVID-19. Indonesia is a country with quite a lot of flight routes with various LCC services. This research was conducted on domestic LCC services in Indonesia during the Post COVID-19 pandemic, completed in December 2022 and January 2023. Data were obtained using a questionnaire with 100 respondents using a Linkert scale. Analysis of the data was carried out using Importance Performance Analysis and Customer Satisfaction Index. The research results show exciting things. Based on the results of the CSI calculation, it is 74.72%. This result means that domestic LCC passengers consider the airline's service Fair. The results of mapping the level of importance and performance of domestic LCC obtained two attributes included in the main priority: Information to passengers in the event of a delay and maintenance and availability of cleaning facilities on the plane. In addition, the Convenience dimension is a priority that must be considered by domestic LCC airlines in Indonesia.


Introduction
The World Health Organization (WHO) says the COVID-19 pandemic is still far from becoming an endemic disease.However, the potential risk of developing the virus is still considerable, so that it can trigger a more significant outbreak worldwide.Even though the world is still wary of a pandemic, the human desire to travel is very high.However, the need for travel is still hampered by the economic capacity of the people who have yet to recover fully.Low-Cost Carrier (LCC) is an option for mobilizing from one area to another with minimal expenditure [1].
Transportation manifests a region's development and a parameter for economic revival after the pandemic [2].In the current era of globalization, high mobility in economic life, transportation services, government, and international relations are needed to support daily activities.Technology in transportation is developing very rapidly [3].Meeting transportation needs can be served in three main modes: land, sea, and air.
Technological developments in air transportation in the current era of globalization are speedy.This condition is due to a very high increase in mobility in community activities.In addition, transportation is also interpreted as a form of service that makes it easy for people or goods to be brought from that place.Therefore, one of the transportation that people are interested in today is air transportation.This type of transportation is significant because long-distance travel can provide good service, comfort, and safety to passengers [4].
Indonesia is an archipelagic country with distances between cities that are far apart, requiring practical transportation facilities.Air transportation is the fastest and most efficient mode [5].In addition, reaching a destination within a relatively short distance and time is easy.This situation impacts increasing the number of passengers from year to year.In addition, Indonesia has tourism potential that can be developed post-pandemic.The potential market for international tourists and domestic tourists continues to grow.Until now, the government continues to carry out strategies to revive tourism in Indonesia.The availability of LCC is one of the critical strategies to drive this strategy.
After the pandemic, Indonesia's relatively good economic growth can encourage increased domestic and international flight activities [6].Indonesia is one of the countries experiencing relatively high growth in the aviation industry.The increase in the number of passengers must be balanced with good service from airlines.As a service with a low budget, LCC needs to reduce the reasons for lowering the level of service.This paper aims to examine domestic LCC passenger satisfaction in Indonesia.

Low-cost carrier airlines
Low-Cost Carrier (LCC) is a name often heard from travelers who want to travel far at low costs [7].Likewise, communities wishing to mobilize from one region to another with minimal expenditure will determine LCC as the first choice.LCC is a term in the world of aviation, categorized for airlines that provide cheap fares with limited services to a destination compared to Legacy Carrier airlines.These low-cost airlines work in various ways to keep costs down in the airline industry [8].
LCC was first developed by the airline Pacific Southwest Airlines (PSA), formed in 1949 [9].The company offers cheap flights from north to southern California.PSA is considered the unofficial flag carrier from California.With their efficient operation and comfortable flying atmosphere, many LCC start-ups in the US are starting to adopt PSA operations.One of the adaptors, Herb Kelleher, former Southwest Airlines, became the world's largest LCC.
Sir Richard Bronson formed its development, Virgin Atlantic, as a high-quality but affordable LCC [10].Apart from Virgin Airways is Ryan Air, an Irish airline famous for its cheap flights.Currently, Indonesia has various LCCs, Airasia, Lion Air, Citilink, and the latest is Super Air Jet.Currently, LCC fills the sky of the world where as much as 57.2% market share in South Asia and 52.6% in Southeast Asia, even though in Europe it is only 37.9% and 32.7% in North America.
In business practice, most LCCs use one type of aircraft for all their fleets, such as Lion Air which only uses 737-800, 737-900ER, which will be replaced by 737 MAX 8 and 9, and Air Asia, which only uses Airbus A320-200 and A320 NEO is in operation.Besides using only one aircraft type, most LCCs operate narrow-body airliners, so most LCCs only offer short and mediumhaul flights.This business model aims to reduce costs [11].However, with the development of technology and the emergence of a new generation of small aircraft that can cruise far, most LCCs have begun to offer long-haul flights at affordable prices.

Low-cost carrier passenger services
LCC airlines are airlines that offer low fares to their customers.Therefore, eliminating and reducing some services obtained on regular flights has a specific impact.Flights of this type are called 'Discounter Carriers', usually synonymous with the aviation service business, which embraces "efficient, simple and concise" services [12].
The characteristics of LCC flights tend to eliminate regular airline services in the general [13].The most visible thing is reducing catering and minimizing customer service using internet technology to reduce direct sales.This technology is used to reduce operational costs and get speed and convenience in the service system.Besides, the economy class capacity is more than regular flight services by shortening the seat space.Meanwhile, another strategy is to carry out a large-scale promo expansive to strengthen its positioning as an LCC airline.Another action that airlines can take is to enforce faster ground handling, and the aircraft has high utilization of flight hours [14].
This concept is indeed done to lure consumers to still be able to travel long distances even with minimal ticket prices.The positive thing that the community gets is that people's mobility is helped by cheap ticket rates-even with minimal service [15].Especially in recent years, with the concept of LCC flights, the enthusiasm of the Indonesian people to travel by air is relatively high.
LCC aviation services compete in fare wars to get many consumers, but sometimes they ignore safety and passenger service factors or technical matters related to flight operations.Flight schedule delays and delays are often associated with cheap tickets.Promotional ticket sales should not ignore fundamental consumer rights.In some cases, refunds are usually made to the consumer [16].
Of course, the decline in passenger service must be corrected immediately, especially by the government as the regulator.Public Services must be addressed in this modern era of the transportation [17].This service improvement is only sometimes related to increasing the number of consumers [18].However, more than business, the airline can maintain trust and generate a positive attitude toward its customers.These actions can be carried out by prioritizing good quality service or customer care.
Regulators can use their authority through the implementation of existing regulations.Marketing communications, crisis management, and customer relations carried out by all airlines must become the concern of regulators [19].Operators should be encouraged to provide explanations and try to update any existing information.Providing services, compensation, and solutions must accommodate consumer complaints [20].An excellent service is a form of the regulator's responsibility to maintain public trust [21].The approach taken by the proper regulator is expected to change the community's mindset toward negative things in LCC.With strategic packaging and good customer relations, the public's image and trust in the LCC flight mode will also have a positively impact.

Method
This research was conducted in Indonesia with data from LCC passengers in 2023.Data samples were taken from Citilink and Lion Air passengers as the airlines with the most passengers.The data was collected by distributing questionnaires to LCC consumers at the Soekarno Hatta Airport.Each passenger is given a barcode to scan, connected directly to the Google form link.The number of samples taken was 100 respondents divided equally.The data collection period will be carried out in January 2023, assuming the conditions of the COVID-19 pandemic have begun to subside.
The questionnaire consists of 6-dimensional questions with 27 attribute questions, with the primary source being the minimum service standards set by the government.The decree is based on the Minister of Transportation Regulation No. 38 of 2015 concerning Minimum Air Transport Service Standards.Dimensions and attributes can be seen in Table 1.The respondents' answers are according to the respondent's point of view.The questionnaire in this study uses an interval measurement scale, namely the Likert scale.

F1
The aviation safety manual for passengers with special needs.
The data processing used in this research is the Statistical Program for Social Science (SPSS) version 25 and Microsoft Excel.The function of SPSS in the study is to process data and perform statistical analysis.A validity test is used to measure the validity of a questionnaire.The questionnaire is valid if the questions can reveal something that will be measured on the questionnaire.The validity test is seen from the r value in the Corrected Item-Total Correlation of each variable.The calculated r value will be compared with the r table where df = n -2 with a sig of 5%.Furthermore, a reliability test was carried out to show the level of trust.Reliability test using an Alpha Cronbach technique (c).

Result and discussion
The survey was conducted during the period from December 2022 to January 2023.Questionnaires were distributed digitally to passengers using domestic LCC, and 100 respondents returned the questionnaires.The data processing results were separated into personal attributes and perceptions of LCC services postpandemic COVID-19.In this discussion, a statistical analysis of the IPA and CSI.

Personal attributes
Respondents have different personal attributes, which will also have different behavior and psychology in providing opinions about domestic LCC services in Indonesia.Therefore, these differences will affect the perception of the airline services.
The survey results can be seen in Table 2.As for gender, among the 100 respondents, 57% are male.As for the age, since the survey was conducted on a digital platform, and most of the network users and the primary labor force in society are middle-aged, the respondents are 25-35 years old, accounting for 42.00%.As for the occupation, 38.00% of the respondents are private sector employees.As for the time used by LCC, 90.00% of the respondents used it 3 -5 times.The education level of respondents is dominated by undergraduates with a monthly income above 5 million rupiahs.

Validity and reliability test
The research instrument test was carried out to test the results of the questionnaire that had been analyzed, namely valid data.The validity test in research is determined from the accurate measurement stage.The instrument's validity is obtained from the measurements that must be measured.For 100 respondents, the calculated R (Pearson Correlation) value > R table, the distribution of the R table value (Pearson Correlation) is 0.95.The test results show that the calculated R-value obtained for all statement items > from the R table value (0.195) so that it can be concluded that all statement items are valid.Further testing of instruments included in the correct category is the reliability test-testing using SPSS software version 25.If the reliability coefficient of the calculation results shows a number ≥ 0.6, it can be concluded that the instrument in question is declared reliable.For example, the test results showed Cronbach's Alpha for importance was 0.971, and performance was 0.964.Based on this value, it can be seen that the reliability value obtained is 0.6, so all statement items are declared reliable, and the level of reliability is high because it is close to number 1.

Customer satisfaction index
Quality of service is a significant issue for various companies today.Domestic LCC in Indonesia also cannot be avoided during price wars being carried out by various competing airlines.Besides that, the postpandemic COVID-19 situation has caused costs to become heavy.So the existing airlines continue to try to improve the quality of service from pre-journey to postjourney for passenger convenience.They start from ordering tickets, boarding, and check-in on board the plane to arriving at the destination.
On the other hand, the government, as a regulator, is interested in ensuring that the public and consumers can get services according to the standards.So to maintain the quality of this service, it is necessary to evaluate and control according to the parameters set.Good service will positively impact the company's image in the eyes of consumers, so customer satisfaction must be the primary goal of every service provided by the company.This positive image will, at the same time, encourage positive sentiment toward regulators.One of the factors that can meet customer expectations is the compatibility between the services provided and the minimum service standards.Appropriate service will significantly affect the customer's assessment of a company.In addition, the price factor also determines the running of a business.
This study evaluated the suitability between importance and performance using CSI and IPA.This model uses two variables to determine customer satisfaction: the expected variables and perceived performance.The expectation is consumers' importance (I) towards products or services offered by LCC airlines.Meanwhile, perceived or perceived performance (P) is the customer's perception of the appearance and performance of LCC Airlines.
A Likert scale measures the pattern of consumer perceptions of LCC services.In its final form, the Likert scale is a five-point scale that allows individuals to express how much they agree or disagree with a particular statement.For importance, it consists of very important, important, moderately important, slightly important, and uninformed.Meanwhile, the performance consists of excellent, good, fair, poor, and very poor.The opinions of the collected respondents were then averaged, as seen in Table 3.The Gap calculation (P-I) results are used as IPA, and T will be used as the basis for CSI calculations.
Analysis of the Customer Satisfaction Index (CSI) is needed to determine the overall level of customer satisfaction by considering the level of importance of product or service attributes.CSI calculation results can use Equation 1to recap calculations from Table 3.
From the results of these calculations, the CSI value is 74.72%.This calculation means that customers, in this case, domestic LCC passengers, consider that the airline's service is included in the appropriate category.The Fair category is unpleasant because it is only one rank above bad.This assessment shows that consumer satisfaction with domestic LCC services post-COVID-19 in Indonesia is not optimal.

Importance performance analysis
One of the stages of the Importance Performance Analysis (IPA) method aims to compare the performance rating score and the importance assessment score for domestic LCC services in Indonesia.The measurement of the level of service for airplane passengers in Indonesia consists of six dimensions.The dimension is safety, security, reliability, comfort, convenience, and equality.In Table 3, the calculation uses the Importance Performance Analysis (IPA) method to determine the level of performance of LCC airlines to get the average value or score for each performance attribute.

>95 % Excellent
Conceptually, IPA is a multi-attribute model where this technique uses two criteria, namely, attribute importance and customer satisfaction, represented by the letters I and P. P on the horizontal axis is the level of company performance, and importance (I) on the vertical axis is the level of interest or customer satisfaction.By using this IPA method, the airline will know how far it has achieved and what should be improved and maintained.IPA analysis serves to identify more profoundly related customer perceptions of all dimensions of services.The interpretation of the Cartesian diagram, namely service quality, is the level of excellence to meet customer desires.If the LCC service received is as expected, the service quality is perceived as good and satisfactory.If the quality of service received exceeds consumer expectations, then quality is perceived as ideal.
Conversely, if the service received is lower than expected, then the service quality is considered poor.Referring to the notion of service quality, the concept of service quality is the responsiveness and the reality of the services provided by the company.Sound quality is not based on perceptions of service provision but on customer perceptions.The results of the distribution of each attribute on the IPA Cartesian diagram can be seen in Fig. 1.  3 shows that the average performance is 3.74, with an average importance of 4.30, so it has a gap of -0.57.These figures mean that consumer expectations for domestic LCC services based on minimum service standards still need to be met.
Based on Table 3, the three attributes with the highest gaps are boarding deadline closing (C6) -0.81, information to passengers in the event of a delay (E2) -0.77, and maintenance and availability of cleaning facilities on the plane (D6) -0.68.At the same time, the lowest gap consists of Security facilities in the aircraft area (B1) -0.44, information, availability of areas and health service facilities (A4) -0.44, and medical equipment used for handling emergencies (A2) -0.42.
Observing the Cartesian diagram of attributes in Fig. 1, several parameters can be perceived as fulfilling expectations.The attributes in this category include the Aviation safety manual for passengers with special needs, such as blind passengers (F1).Meanwhile, two attributes need special attention because they are on a Furthermore, IPA based on attributes can be simplified into IPA based on dimensions.This dimension facilitates stakeholder understanding regarding customer satisfaction with domestic LCC services in Indonesia.For example, based on Fig 2, there are only two dimensions, namely equality, and convenience, which are perceived as having importance and performance above the average of this dam must be maintained.On the other hand, the comfort dimension is perceived as failing to meet consumer expectations, so improving service becomes a serious matter.Meanwhile, low importance with low performance occurs in the Reliability and Security dimensions.Finally, the safety dimension is in the quadrant with low perceived importance and high performance.

Priority improvement
Based on Fig 2, the convenience dimension is a priority that must be improved.However, most respondents perceive that the level of convenience still needs to be considered to meet consumer expectations.This section will describe the various attributes that must be considered.
Availability of Information notified to passengers during the flight.This information is in the form of visual or audio during the flight, which includes weather information, altitude information, Information on travel time, and Information on time to land at the destination airport.
In addition, it is necessary to pay attention to the availability of information to passengers in the event of delays in departure and arrival, as well as flight cancellations caused by operational, technical problems, and weather, including compensation that must be given to passengers.Information is announced a maximum of 15 minutes after it is discovered that there has been a disturbance by airline officers and information related to procedures for providing compensation to passengers.Delays in aircraft flight schedules often affect LCC passengers.Passengers are also disadvantaged because they must wait longer in the airport waiting room, not to mention other losses due to arriving at the destination airport having to be delayed.
Furthermore, the facilities must be provided for passengers on and off the plane.Use of aerobridges if available and following the type of aircraft used, availability of four-wheeled or more motorized vehicles if the aircraft is parked in a remote parking area and the distance between the departure terminal and the aircraft parking is more than 200-meters with open space or conditions and no access pedestrian.
Information and facilities provided to handle passenger complaints.Service media facilities are provided for handling passenger complaints for airport and business entity services, which can be done via the telephone number and SMS (call center).Finally, there are signs or signs in the form of writing or pictures to give directions to places and prohibitions.Strategic placement, easily visible, clearly legible, informative, and in at least two languages, Indonesian and English.

Conclusions
Research on domestic LCC service levels in Indonesia during the Post Pandemic COVID-19 showed exciting results.Based on the calculation of the customer satisfaction index is 74.72%, this means that customers, in this case, domestic LCC passengers, consider that the airline's service is included in the Fair category.Furthermore, mapping the level of importance and performance of domestic LCC obtained two attributes included in the top priority.First, information to passengers in the event of a delay.Second, maintenance and availability of cleaning facilities on the plane.In addition, the Convenience dimension is a priority that must be considered by domestic LCC airlines in Indonesia.

Fig. 1 .
Fig. 1.Diagram cartesians of attribute.Based on Fig 1, all attributes are divided into four quadrants.This figure shows that people's perceptions of domestic LCC services are diverse.Table3shows that the average performance is 3.74, with an average importance of 4.30, so it has a gap of -0.57.These figures mean that consumer expectations for domestic LCC services based on minimum service standards still need to be met.Based on Table3, the three attributes with the highest gaps are boarding deadline closing (C6) -0.81, information to passengers in the event of a delay (E2) -0.77, and maintenance and availability of cleaning facilities on the plane (D6) -0.68.At the same time, the lowest gap consists of Security facilities in the aircraft area (B1) -0.44, information, availability of areas and health service facilities (A4) -0.44, and medical equipment used for handling emergencies (A2) -0.42.Observing the Cartesian diagram of attributes in Fig.1, several parameters can be perceived as fulfilling expectations.The attributes in this category include the Aviation safety manual for passengers with special needs, such as blind passengers (F1).Meanwhile, two attributes need special attention because they are on a Conferences 429, 03013 (2023) https://doi.org/10.1051/e3sconf/202342903013ICCIM 2023 diagram with high importance but below-average performance.The two attributes are information to passengers in case of a delay (E2) and maintenance and availability of cleaning facilities on the plane (D6).

Table 1 .
Dimension and attribute.

Table 3 .
Tabulation of respondent perception.

Table 4 .
Criteria of CSI.