PENGARUH SERVICE FAILURE TERHADAP SERVICE RECOVERY, ATTITUDE LOYALTY DAN BEHAVIOR LOYALTY PADA LION AIR

  • Alex Surya Wijaya Jurusan Managemen / Universitas Surabaya

Abstract

Abstrak Interaksi antara penumpang dengan penyedia jasa yaitu Lion Air dapat menyebabkan terjadinya service failure saat dimana perusahaan tidak memenuhi harapan pelanggan selama pertemuan layanan. Ada berbagai tindakan yang dapat dilakukan oleh penumpang terhadap service failure salah satunya dengan melakukan komplain. Penelitian ini bertujuan untuk menggali lebih dalam mengenai service failure yang dialami oleh penumpang maskapai penerbangan Lion Air, untuk mencapai penelitian ini digunakan variabel service failure, service recovery, attitude loyalty dan behavior loyalty. Penelitian ini menggunakan sampel berupa responden yang pernah menggunakan layanan jasa Lion Air minimal dua kali dalam setahun terakhir; akan tetapi yang pernah mengalami kegagalan layanan dan yang sudah mendapatkan service recovery dari Lion Air, Minimal Pendidikan responden adalah SMA dan sudah berusia minimal 17tahun. Jumlah sampel yang digunakan dalam penelitian ini sebanyak 150 responden. Hasil penelitian ini menunjukan adanya pengaruh service failure terhadap service recovery, attitude loyalty dan behavior loyalty pada Lion Air.


Kata kunci: Service Failure, Service Recovery, attitude Loyalty, behavior loyalty, Lion Air


Abstract The interaction between passengers and service providers such as Lion Air can cause service failure when the company does not meet customer expectations during service meetings. There are various actions that can be done by passengers to service failure one of them by complaining. This study aims to dig deeper about the service failure experienced by passengers Lion Air airline, to achieve this research used variable service failure, service recovery, attitude loyalty and behavior loyalty. This Study use a sampel of respondents who have used Lion Air services at least twice in the past year; but the service that has received recovery service from Lion Air, minimum education is high school and has been at least 17 years. The number of samples used in this study were 150 respondents. The results of this study indicate the influence of service failure on service recovery, attitude loyalty and behavior loyalty of Lion Air.


Keywords: Service Failure, Service Recovery, attitude Loyalty and behavior loyalty, Lion Air

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Published
2019-09-01
How to Cite
WIJAYA, Alex Surya. PENGARUH SERVICE FAILURE TERHADAP SERVICE RECOVERY, ATTITUDE LOYALTY DAN BEHAVIOR LOYALTY PADA LION AIR. CALYPTRA, [S.l.], v. 8, n. 1, p. 986-1002, sep. 2019. ISSN 2302-8203. Available at: <http://journal.ubaya.ac.id/index.php/jimus/article/view/3730>. Date accessed: 23 nov. 2020.