The Effect of Service Recovery on Customer Satisfaction on Lion Air Users

M. Rizki Ubaidillah (), Heny Hendrayati and Ratih Hurriyati
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M. Rizki Ubaidillah: 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 567-571 from Springer

Abstract: Abstract Service failure or failure to provide service to consumers often occurs in companies, including the Lion Air company. There are many complaints about flight services from Lion Air due to delays and lost baggage; therefore, there must be a strategy to overcome problems that often occur in companies. This research aims to determine the effect of service recovery on customer satisfaction at Lion Air Company. The method used is a descriptive quantitative method with a population of 100 Lion Air passengers using a simple linear regression data analysis technique by collecting data by distributing questionnaires to Lion Air passengers. Based on the research results, there is a positive effect of service recovery on customer satisfaction. Therefore, to increase customer satisfaction, service recovery must be improved at Lion Air Company.

Keywords: Service recovery; service failure; customer satisfaction; complaint; Lion Air; flights (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_74

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DOI: 10.2991/978-94-6463-443-3_74

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