The Impact of Responsiveness and Empathy on Satisfaction and Loyalty of the PT Citilink Indonesia’s Passengers at Kualanamu International Airport

Defri Kurnanda (), Endang Sulistya Rini and Beby Karina
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Defri Kurnanda: University of North Sumatera
Endang Sulistya Rini: University of North Sumatera
Beby Karina: University of North Sumatera

A chapter in Proceedings of the 19th International Symposium on Management (INSYMA 2022), 2023, pp 919-929 from Springer

Abstract: Abstract In providing the services to the passengers, the company’s management has tried to provide its best. However, it is not easy to establish passenger satisfaction which leads to the passengers’ loyalty, though the employees have maximally delivered the services given. It is hoped that by providing an excellent service based on the PT Citilink Indonesia service standards, the number of passengers and people’s demand to fly PT Citilink Indonesia airline will increase. This study aims to investigate the impact of responsiveness on satisfaction and loyalty of the PT Citilink Indonesia’s passengers at Kualanamu International Airport. The study took 100 respondents who were taken using a convenience sampling technique. While the data analysis technique used was path analysis, which has fulfilled all the assumptions of multivariate research. The results of this study indicate a significant positive directly on the responsiveness of passenger satisfaction. Empathy has a significant positive effect on passenger satisfaction. Responsiveness has a significant positive effect on passenger loyalty. Passenger satisfaction has a significant positive effect on passenger loyalty. There is an indirect effect of the responsiveness towards passenger loyalty through the significant passenger satisfaction of PT Citilink Indonesia. There is an indirect effect of the empathy towards the passenger loyalty through the significant passenger satisfaction.

Keywords: responsiveness; empathy; passenger satisfaction; passenger loyalty (search for similar items in EconPapers)
Date: 2023
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DOI: 10.2991/978-94-6463-008-4_115

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