Jurnal Manajemen Transportasi & Logistik (JMTRANSLOG)
Vol 8, No 1 (2021): MARET

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

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

Article Info

Publish Date
26 Oct 2021

Abstract

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.

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Journal Info
Jurnal Manajemen Transportasi & Logistik (JMTRANSLOG)
Website

Abbrev

jmtranslog

Publisher

Institut Transportasi dan Logistik Trisakti

Subject

Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Other

Description

The Journal of Transportation and Logistics Management is published by Trisakti Institute of Transportation and Logictics as a scientific responsibility and the embodiment of “Tri Dharma” of higher education. This journal publishes scientific articles in transportation management and logistics. ...