Pengaruh Service Recovery terhadap Customer Satisfaction Penumpang Maskapai Penerbangan Internasional di Indonesia

Penulis

  • Devi Destiani Andilas Universitas Kristen Petra
  • Albertus Raymond Gunardi Universitas Kristen Petra
  • Michael Christopher Elim Universitas Kristen Petra

DOI:

https://doi.org/10.54324/j.mtl.v8i1.552

Kata Kunci:

service recovery, customer satisfaction, arilines passenger

Abstrak

This research intend to analyze the effect of service recovery (atonement, tangible, empowerment, communication, explanation, feedback) on customer satisfaction, especially for international airline passenger in Indonesia. Data were collected via an online survey of International Airlines Passenger who had ecperienced service failure. In total, 70 respons were used for final anlysis. Multiple linear regression was used to analyse the proposed hypotheses. The result shows that just atonement, communication, and empowerment has significantly influence customer service recovery satisfaction.

Referensi

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Unduhan

Diterbitkan

2021-10-26

Terbitan

Vol 8 No 1 (2021): MARET

Bagian

Articles

Lisensi

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