<![CDATA[This study aims to examine the influence of customer experience on customer loyalty behavior, especially in low-cost carrier airlines in Indonesia. The unit of analysis in this study is a national airline company that has implemented a customer relationship management program (Frequent Flyer), which includes three airlines: Lion Air (Lion Air Passport), Citilink (Supergreen Card), and AirAsia (Big Loyalty Card). Meanwhile, the observation unit consists of passengers who have membership in more than one airline. This study uses a cross-sectional time horizon, where primary data is collected through a questionnaire involving 200 respondents with a purposive sampling method. Verification analysis is carried out using Structural Equation Modeling (SEM). The results of the study indicate that customer experience has a positive effect on customer loyalty behavior of LCC airlines in Indonesia.]]>
Copyrights © 2025
