The Effect of Complaint Handling and Service Recovery on Customer Loyalty at Lion Air Indonesia

Rachmi Arin (), Heny Hendrayati and Ratih Hurriyati
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Rachmi Arin: Universitas Pendidikan Indonesia
Heny Hendrayati: Universitas Pendidikan Indonesia
Ratih Hurriyati: Universitas Pendidikan Indonesia

A chapter in Proceedings of the 8th Global Conference on Business, Management, and Entrepreneurship (GCBME 2023), 2024, pp 552-557 from Springer

Abstract: Abstract The aviation industry is quite vulnerable to service failures, including flight delays or delays. Therefore, there have been many studies on service recovery and complaint handling. This research aims to understand how complaint handling and service recovery affect customer loyalty at Lion Air Indonesia. This study uses three variables divided into X1 complaint handling, X2 service recovery, and Y customer loyalty. As for the systematic literature review and descriptive verification method with multiple linear tests to measure research results. Based on these results, complaint handling affects customer loyalty, while service recovery is not highly correlated with customer loyalty.

Keywords: complaint handling; service recovery; customer loyalty; Lion Air (search for similar items in EconPapers)
Date: 2024
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Persistent link: https://EconPapers.repec.org/RePEc:spr:advbcp:978-94-6463-443-3_72

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DOI: 10.2991/978-94-6463-443-3_72

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