Analisis Pengaruh Kegagalan Layanan dan Pemulihan Layanan terhadap Perilaku Konsumen Maskapai Lion Air di Surabaya

Abstract

Indonesia is a potential market for the aviation industry because Indonesia has a large population with a wide area consisting of land and sea. Transportation by air is a solution for people who need transportation services, fast and ideal for trips between cities and between islands. By air transport services sector has an important role, especially for a country like Indonesia, which became one of the countries with the geographical conditions of the island nation thus increasing the need for inter-island transportation. Potential and bright prospects in the aviation industry in Indonesia can be seen from the large number of airlines operating in Indonesia. The sample used in this study is based on data from 111 respondents is that the majority of customer Lion Air aged 18-35 and using the airline Lion Air in a span of 2 times in one year it is meant as the meter loyalty behavior of customer Lion Air. For processing and analyzing the data in this research is by using SPSS as software for data processing. Statistical analysis showed that the product and service solutions (SPSS) with 22.0 as software to process data. The empirical findings indicate that the relationship Delivery Failure of the Apology with a regression coefficient of -0.313. Failure to Respond Personal Apology with a regression coefficient of -0.192. Delivery Failure to Compensation with a regression coefficient of -0.182. Personal Respond Failure to Compensation with a regression coefficient of -0.467. Apology to the Loyalty Behavior with a regression coefficient of 0.301. Compensation to the Loyalty Behavior with a regression coefficient of 0.235.