Analysis of The Impact of Service Quality on Lion Air Customer’s Repurchase Intention

Zahfirah Nashshar (), Heny Hendrayati and Ratih Hurriyati
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Zahfirah Nashshar: 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 544-551 from Springer

Abstract: Abstract The decline in ticket purchases from Lion Air can be attributed to perceived shortcomings in the airline’s service quality. The primary objective of this research is to empirically ascertain the impact of service quality on customers repurchase intentions. This study utilizes a descriptive and verificative research methodology, focusing on passengers who have previously traveled with Lion Air. The research population comprises all Lion Air customers, and a sample size of 50 respondents was selected for data collection. The sampling method employed was convenience sampling. The statistical analysis utilized for this investigation is Structural Equation Modeling-Partial Least Squares (SEM-PLS). The findings of this research unequivocally demonstrate a statistically significant relationship between service quality and repurchase intention. This substantiates the critical importance of enhancing service quality as a means to foster increased repurchase intentions among Lion Air passengers. Therefore, in order to bolster customer loyalty and secure a competitive edge in the market, it is imperative for Lion Air to institute measures aimed at elevating the quality of services provided to its clientele. This study underscores the indispensable role that service quality plays in shaping passengers’ intentions to repurchase, highlighting its strategic significance for the airline’s sustainability and growth.

Keywords: Customers Lion Air; Repurchase Intention; Service Quality; Tickets (search for similar items in EconPapers)
Date: 2024
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DOI: 10.2991/978-94-6463-443-3_71

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