| dc.description.abstract | The aviation industry in the Asia-Pacific region has shown robust growth
in 21st century. Indonesia, the current engine of economic growth in Southeast
Asia and one of the largest economies in the Asia-Pacific, contains a burgeoning
middle class that is increasingly using airplanes for domestic and international
transport. As a result Indonesia’s private owned airlines Lion Air plays a big role
in Indonesia. Making headlines on ordering new aircraft, breakthrough
bounderies, and be a market leader on budget airline industry in order to fullfil the
growing demand of air traveler in Indonesia. Therefore, the researcher has
planned to conduct the study of factors that influences Customer Satisfaction and
Customer loyalty of Lion Air.
The data used in this test were collected from 100 respondents. Five-point
Likert type was used to obtain respondent’s level of agreement. The eligibility of
100 respondents, they must have flown at least one time in the past six months
with Lion Air in and out of Surabaya. The study revealed significant result of
Customer Expectation towards Customer Satisfaction and Customer Satisfaction
towards Customer Loyalty, while Price insignificantly effect Customer
Satisfaction, This research used descriptive analysis, simple, and multiple linear
regression analysis with SPSS to test the relationship between variables.
This research finding revealed that Lion Air must work extensively to gain
customer’s trusts and increase their credibility by paying attention on the accuracy
of reservation and ticketing processes, and at the same time make improvement on
flight on-time performances, minimize flight’s delay, avoid any flight
cancelations, and improve performance on baggage handling. | en_US |
