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All Journal PIRAMIDA MATRIK: JURNAL MANAJEMEN, STRATEGI BISNIS, DAN KEWIRAUSAHAAN E-Journal of Tourism E-Jurnal Ekonomi dan Bisnis Universitas Udayana E-Jurnal Manajemen Universitas Udayana KARMAPATI (Kumpulan Artikel Mahasiswa Pendidikan Teknik Informatika) ISSN: 2252-9063 JURNAL RELASI STIE MANDALA JEMBER Distribusi International Journal of Social Science and Business Jurnal Review Pendidikan dan Pengajaran (JRPP) JBMR: Journal of Business and Management Review ASEAN Marketing Journal Indonesian Journal of Advanced Research (IJAR) International Journal of Management Research and Economics Relasi : Jurnal Ekonomi INTERNATIONAL JOURNAL OF ECONOMIC LITERATURE
Ni Wayan Sri Suprapti
Fakultas Ekonomi Dan Bisnis, Universitas Udayana
Arts Humanities Civil Engineering, Building, Construction & Architecture Computer Science & IT Decision Sciences, Operations Research & Management Earth & Planetary Sciences Economics, Econometrics & Finance Education Environmental Science Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Social Sciences Other

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Journal : JBMR: Journal of Business and Management Review

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The Role of Customer Engagement in Mediating the Influence of Brand Experience and Customer Satisfaction on the Customer Loyalty of Full-Service Airline in Indonesia Roffianto Adi Nugroho; Ni Wayan Sri Suprapti
Journal of Business and Management Review Vol. 3 No. 2 (2022): (Issue-February)
Publisher : Profesional Muda Cendekia Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47153/jbmr32.3132022

Abstract

The Corona Virus Disease-19 (COVID-19) pandemic, which is currently engulfing the entire world, has significantly reduced the number of air travel passengers worldwide. However, the decline in air travel passengers on domestic routes in Indonesia occurred in 2019, one year before the COVID-19 pandemic hit the aviation industry worldwide. The decline in passengers in 2019 can be taken as a signal of weakening demand in the aviation industry in Indonesia. This research was conducted on 233 respondents from the airline "X" as one of the full-service in Indonesia, which has also been affected by the decline in passengers since 2019. The strategy to increase customer retention during the COVID-19 pandemic and the post-pandemic period is an important thing to study, considering that the existing literature on airline customer loyalty has never been carried out under the conditions of the COVID-19 pandemic. Therefore, this study examines customer satisfaction, customer engagement, and brand experience as a combination of antecedent constructs of customer loyalty based on the perception of Indonesian passengers traveling with full-service airlines. The research shows that brand experience has no positive and significant effect on customer loyalty. Meanwhile, customer satisfaction and customer engagement positively and significantly impact customer loyalty. Furthermore, customer engagement can fully mediate the relationship between brand experience and customer loyalty of airline "X". In contrast, customer engagement can partially mediate the relationship between customer satisfaction and customer loyalty.
Co-Authors Abiyoga, Adis Ade Santoso Chandra Agus Md Yoga Iswara Alicia Alexandra Amara Dyah Rachmasari Andika Djunaidi Putra Desak Ketut Sintaasih Desak Putu Ariesi Dewa Ayu Osa Rianty Dewa Gede Adi Adnyana Dewa Heri Gowinda Gede Suparna Gunawan Komang Yogi Indra Gusti Ngurah Joko Adi Negara I Gede Nandya Oktora Panasea I Gst. A. Kt. Gd. Suasana I Gusti Ayu Ketut Giantari I Kadek Suarjana I Ketut Rahyuda I Made Nugraha Santosa I Made Wardana I Nyoman Sudiarta I Putu Gde Sukaatmadja Ida Bagus gede Surya Pradipta Ida Bagus Oka Keswara Putra Kadek Silvia Ermayanti Komang Priti Elizabeth Fallo Lady Charisma Made Lia Ananda Dewi Maesa, I Putu Dicky Manyasa, Komang Merta Mulia Ni Ketut Dian Suryandari Ni Komang Sarmila Ni Made Dhian Rani Yulianti Ni Made Kania Indriani Putri Ni Nyoman Kerti Yasa Ni Nyoman Sugihartini Ni Wayan Arum Maha Dharmeitreya Novie Margarani Akwan Nyoman Triaryati Pande Ketut Ribek Piartrini, Putu Saroyini Putu Damara Juarez Putu Sundari Aprelia Dewi Putu Tara Ayu Paramita Putri Putu Yudi Setiawan Roffianto Adi Nugroho Sindu, I Gede Partha Siwi Manganti Widagda K., I GN Jaya Agung Yuliani, Pande Nyoman