Factors Affecting Consumer Intention to Cancellation of Airline Tickets

Eny Sri Haryati and Dhiani Dyahjatmayanti ()
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Eny Sri Haryati: Sekolah Tinggi Teknologi Kedirgantaraan
Dhiani Dyahjatmayanti: Sekolah Tinggi Teknologi Kedirgantaraan

A chapter in Proceedings of the 1st International Hospitality, Travel and Event Conference (IHTREC 2023), 2023, pp 44-53 from Springer

Abstract: Abstract The Covid-19 pandemic has caused restrictions on various activities including travel by airplane. This causes the airline ticket to be canceled. With the unilateral cancellation of the airline, there should be a ticket refund mechanism of disappointment for passengers which can impact on consumer intentions to cancel airline tickets. The purpose of this study is to determine the factors affecting consumer intention to cancel airline tickets. This study uses a correlational quantitative approach. The data collected is in the form of primary data obtained through questionnaires addressed to passengers who have purchased airline tickets in Yogyakarta more than once. Data were analyzed using multiple linear regression tests, T-tests and F tests. The results show that business ethics has a negative effect on the intention to cancel airline tickets and is proven to be supported with a significance value of 0.001

Keywords: consumer intention; business ethics; refund of airline ticket (search for similar items in EconPapers)
Date: 2023
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Persistent link: https://EconPapers.repec.org/RePEc:spr:advbcp:978-94-6463-170-8_6

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DOI: 10.2991/978-94-6463-170-8_6

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