Customer Loyalty: The Difference between Full-Service Carriers and Low-Cost Carriers in Indonesia

The research aimed to look at the differences in customer loyalty on domestic Full-Service Carriers (FSCs) and Low-Cost Carriers (LCCs) in Indonesia. The differences were shown from testing the effect of service quality on customer loyalty mediated by customer satisfaction and behavioral intention to use. Respondents were FSCs and LCCs passengers. Samples were taken by purposive sampling. There were 522 respondents for FSCs and 529 respondents...