The influence of service quality, perceived value and image, satisfaction and customer engagement on domestic commercial airline passengers' behavioral intention

This paper examines factors influencing behavioral intention of domestic commercial airline passengers in Indonesia. A conceptual framework was developed based on previous studies and tested using Structural Equation Modeling. A sample of 355 domestic commercial airline passengers was used to test the hypothesized relationships. The results found that service quality positively influence perceived image, perceived value, and satisfaction. Satisfaction and perceived value positively influenced customer engagement. Customer engagement, satisfaction, and perceived image positively influenced behavioral intention. Perceived image did not positively influence perceived value and customer engagement, and perceived value did not positively influence behavioral intention. Implications for managerial decisions are discussed in this paper.