To achieve this objective, cross-sectional data was collected from consumers in both types of airlines.
The unit of analysis used is at the individual level, that is, airlines customers who 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.