To achieve this objective, cross-sectional data was collected from consumers in bothtypes of airlines. The unit of analysis used is at the individual level, that is, airlines customerswho have had airline services (up to 3 months). Respondents in this study amounted to 400(200 respondents for each airline) were selected based on incidental sampling method inJakarta and Bandung. The data was collected by using self-administered questionnaire.