| Service quality is important in service companies, one of which is in airlines industry. The development of service quality began in 1984, and has grown to this day. Dimensions occur in existing service quality. This happens because of the emergence of streams in service quality. Therefore service quality in this study also produces six different dimensions in other dimensions in service quality. Service quality implemented in 2012 was compared to 2019 on low-cost carrier airlines. To see whether there is a difference in perceived service quality on passengers or not. This study took as many as 212 respondents for 2019 and 201 respondents for 2012. Samples were taken by simple random sampling. To answer the problems studied, it used descriptive by means, standard deviation and independent samples test. The results of the descriptive hypothesis test show that there was no difference in perceived service quality in 2012 and 2019. |