ANALISA PENGARUH SERVICE RECOVERY TERHADAP LOYALITAS KONSUMEN MELALUI KEPUASAN KONSUMEN LION AIR

Raquel Tabita, Lay Maria Claudia Setiawan

Abstract


Tujuan dilakukannya penelitian ini adalah untuk mengetahui pengaruh service recovery yang diberikan Lion Air terhadap loyalitas konsumen melalui kepuasan konsumen. Data yang digunakan dalam penelitian ini diperoleh dari pengisian kuesioner oleh 294 konsumen Lion Air yang pernah mengalami delay. Dengan menggunakan metode analisa Partial Least Square, hasil penelitian menunjukkan bahwa procedural justice dan interactional justice mempunyai pengaruh yang positif dan signifikan terhadap kepuasan konsumen, sedangkan distributive justice tidak berpengaruh. Kepuasan konsumen atas service recovery berperan sebagai variabel perantara service recovery dengan loyalitas konsumen Lion Air..

 

The purpose of this research is to know the influence of service recovery from Lion Air toward customer loyalty through customer satisfaction. Data in this research based on questionnaires which answered by 294 Lion Air’s customers who have experienced delay. Using the Partial Least Square method, the result of this research shows that procedural justice and interactional justice have a positive and significant influence toward customer satisfaction, whereas distributive justice do not have the influence. Customer satisfaction of service recovery is the intervening variable of service recovery and customer loyalty in Lion Air.


Keywords


Service Recovery, Loyalitas Konsumen, Kepuasan Konsumen, Lion Air

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References


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