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All Journal JURNAL PENGABDIAN KEPADA MASYARAKAT JURNAL MANAJEMEN INDUSTRI DAN LOGISTIK SELAPARANG: Jurnal Pengabdian Masyarakat Berkemajuan KACANEGARA Jurnal Pengabdian pada Masyarakat Dinasti International Journal of Education Management and Social Science Jurnal Darma Agung Budapest International Research and Critics Institute-Journal (BIRCI-Journal): Humanities and Social Sciences Jurnal Manajemen Pendidikan dan Ilmu Sosial (JMPIS) Quantitative Economics and Management Studies Jurnal PADMA: Pengabdian Dharma Masyarakat Kontigensi: Jurnal Ilmiah Manajemen Jurnal Abdimas Kartika Wijayakusuma Wiga : Jurnal Penelitian Ilmu Ekonomi Jurnal Inovasi Masyarakat IIJSE Multifinance Kriez Academy KISA INSTITUE : Journal of Economics, Accounting, Business, Management, Engineering and Society Jurnal Penelitian Pendidikan Indonesia Engagement: Jurnal Pengabdian Kepada Masyarakat
Suganda, Uce Karna
Universitas Widyatama
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Improving Customer Loyalty Lion Air's Influenced By Customer Experience and Airline Reputation Uce Karna Suganda; Della Ayu Marista
Budapest International Research and Critics Institute-Journal (BIRCI-Journal) Vol 5, No 3 (2022): Budapest International Research and Critics Institute August
Publisher : Budapest International Research and Critics University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33258/birci.v5i3.6357

Abstract

The aviation service industry in Indonesia has the lowest level of loyalty compared to other industries. This condition is suspected to be related to problems related to customer experience, as well as reviewing the reputation of the airline, loyal customers of national airlines in Indonesia; and the influence of airline reputation, on customer experience and on customer loyal coustomer. This study uses a quantitative approach. The unit of analysis is a national airline company that has issued a customer relationship management program consisting of 3 airlines, namely Lion Air. The unit of observation is more than one airline passenger. The time horizon in this study is cross sectional. Primary data collection was done by questionnaire to 300 respondents with purposive sampling technique. The verification analysis was carried out using the Structural Equation Modeling (SEM) model. The findings show that the airline's reputation is not high, price attractiveness is perceived as attractive, and customer loyal coustomer is not high. Airline reputation does not have a positive influence, while customer relationship management and price attractiveness have a positive influence on the loyal coustomer of airline customers. Customer experience has a positive influence on the loyal coustomer of airline customers in Indonesia. .
Co-Authors Annisa Lisdayanti Arif Rachman Brahmana, Sunardi Sembiring Dadan Drajat Martamihardja Dadan Drajat Martamihardja Deden Sutisna Deden Sutisna Della Ayu Marista Dinda Kayani Putri Bestari Dora, Yenny Maya Eliana Donna Simbolon Erwin Firdaus Fansuri Munawar Febrianti, Adjeng Mariana Firdaus, Erwin Gagan Sugandi Gagan Sugandi Gallang Perdana Dalimunthe Hasan Sahroni Herry Achmad Buchory Ismawati, Irma Isti Arrifianti Kristianto, Jerry Lilis Yuaningsih Maman Suratman Maman Suratman Mariana Rachmawati Nanang Rohman Ni Putu Nurwita Pratami Wijaya Nina Nurani Nugraha Saefudin Nurani, Nina Nurul Hermina Priadi, Yudi Prihadi, M Dana Ramdhani, Zulman Riana, Nia Ryan Kurniawan Sopiyadin, Deni A. Sri Astuti Pratminingsih Sunardi Sembiring Brahmana Trianda, Panji Achmed Tuti Asmala Yuaningsih, Lilis Zaenal Aripin Zulganef Zulganef