PENGARUH SERVICE FAILURE TERHADAP SERVICE RECOVERY, ATTITUDE LOYALTY DAN BEHAVIOR LOYALTY PADA LION AIR
Abstract Views:
529 times
PDF - FULL TEXT Downloads:
584 times
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
Downloads
References
Bamford, D., Xystouri, T., (2005). A case study of service failure and recovery within an international airline. Manag. Serv. Qual. 15, 306e322.
Bejou, D., Palmer, A., (1998). Service failure and loyalty: an exploratory empirical study of airline customers. J. Serv. Mark. 12, 7e22.
Buttle, F., Burton, J., (2001). Does service failure influence customer loyalty? J. Consum. Behav. 1, 217e227.
Chang, Y.W., Chang, Y.H., (2010). Does service recovery affect satisfaction and customer loyalty? An empirical study of airline services. J. Air Transp. Manag. 16, 340e342.
Clemmer, E. C., & Schneider, B. (1996). Fair service. In T. A. Swartz, D. E. Bowen, & S. W. Brown (Eds.),Advances in services marketing and management (pp. 109–126). Greenwich, CT: JAI Press.
Coye, R.W., (2004). Managing customer expectations in the service encounter. Int. J. Ind. Manag. 5, 54e71.
Cozby, P. C. (2009). Methods in Behavioral Research, 9th edition. Jakarta: Pustaka Pelajar.
Daniel, J. (2012). Sampling Essential. Singapore: Sage Publication
Duffy, J., Miller, J. and Bexley, J. (2006), “Banking customers’ varied reactions to service recovery strategies”, The International Journal of Bank Marketing, Vol. 24 No. 2, pp. 112-32.
Engel, J.F, Blackwell, Rd dan Miniard, DW. (2006). Perilaku Konsumen. Terjemahan. Jilid 1. Jakarta: Bina Rupa Aksara.
Hoffman, K. Douglas And Jhon E.G, Bateson, (1997), Essentials Of Service Marketing, The Dryen Press.
Hu, K.C., Lu, M.Y., Tu, C.Y., Jen, W., (2013). Applying critical incidents technique to explore the categories of service failure and service recovery for Taiwanese international airlines. J. East. Asia Soc. Transp. Stud. 10, 2255e2273.
Hurriyati, Ratih. (2005). Bauran Pemasaran dan Loyalitas Konsumen. Edisi 1. Bandung: Alfabeta.
Ghozali, I. (2011). Structural Equation Modelling Metode Alternatif dengan Partial Least Square. semarang: Badan Penerbit Universitas Diponegoro
Griffin, Jill. (2009). `. Jakarta : Erlangga.
Gronroos, C. (1988), “Service quality: the six criteria of good perceived service quality”, Review of Business, Winter, Vol. 9, pp. 10-13.
Katadata. (6 Febuari 2017). Lion Air Maskapai Murah dengan Armada Terbanyak di ASEAN. Diakses dari web : http://databoks. co.id/data/2017/02/06/lion-airmaskapai-murah-dengan-armada-terbanyak-di-asean
Kotler, Philip and Gary Armstrong, “Principles of Marketing”, Pearson Education Inc., Eleven Edition, New Jersey, 2006.
Kuncoro, M. (2012). Metode Riset Untuk Bisnis dan Ekonomi Bagaimana Meneliti dan Menulis Tesis. Jakarta: Erlangga
Kusnendi, 2008. Kusnendi. 2008. Model_Model Persamaan Struktural. Bandung: Alfabeta, p.94
La, K.V., Kandampully, J., (2004). Market orientated learning and customer value enhancement through service recovery management. Manag. Serv. Qual. 14, 390e401.
Lorenzoni, N., Lewis, B., (2004). Service recovery in the airline industry: a crosscultural comparison of the attitudes and behaviours of British and Italian front-line personnel. Manag. Serv. Qual. 14, 11e25.
Lovelock, Christoper, dan Wright, K, Lauren. (2005), Manajemen Pemasaran Jasa, Penerjemah Agus Widyantoro, Penerbit Indeks, Jakarta.
Magnini, V.P., Ford, J.B., Markowski, E.P., Honeycutt Jr., E.D., (2007). The service recovery paradox: justifiable theory or smouldering myth? J. Serv. Mark. 21, 213e225.
Martanto, . (1 Oktober 2016). Optimisme Sektor Penerbangan Nasional. Diakses dari https://joyflyer.com/2016/10/01/optimisme-sektor-penerbangan-nasional/
Mostert, P.G., de Meyer, C.F., van Rensburg, L.R.J., (2009). The influence of service failure and service recovery on airline passengers' relationships with domestic
airlines: an exploratory study. S. Afr. Bus. Rev. 13, 118e140.
Miller, J., Craighead, C. and Karwan, K. (2000), “Service recovery: a framework and empirical investigation”, Journal of Operations Management, Vol. 18 No. 4, pp. 387-400.
Ngai, E.W.T., Heung, V.C.S., Wong, Y.H., Chan, F.K.Y., (2007). Consumer complaint behaviour of Asians and non-Asians about hotel services: an empirical analysis.
Eur. J. Mark. 41, 1375e1391.
Sitiket. (24 Januari 2017). Perbedaan Maskapai Low Cost Carrier dan Full Service Airline. Diakses dari http://blog.sitiket.com/perbedaan-maskapai-low-costcarrier-dan-full-service-airline/
Smith, A.K., Bolton, R.N., Wagner, J., (1999). A model of customer satisfaction with service encounters involving failure and recovery. J. Mark. Res. 36, 356e372.
Steyn, T.F.J., Mostert, P.G., Meyer, C.C., van Rensburg, L.R.J., (2011). The effect of service failure and recovery on airline-passenger relationships: a comparison between South African and United States airline passengers. J. Manag. Policy Pract. 12, 105e115.
Sugiyono. (2012). Statistika Untuk Penelitian. Bandung: Penerbit Alfabeta
Taylor, S., (1994). Waiting for service: the relationship between delays and evaluations of service. J. Mark. 58, 56e69.
Vazquez-Casielles, R., Iglesias, V., Varela-Neira, C., (2012). Service recovery, satisfaction and behaviour intentions: analysis of compensation and social comparison communication strategies. Serv. Ind. J. 32, 83e103.
Weber, K., Sparks, B., (2009). The effect of preconsumption mood and service recovery measures on customer evaluations and behavior in a strategic alliance setting. J. Hosp. Tour. Res. 33, 106e125.
Wiryanta, Iman Haryanto. (2014). Studi Kasus Perencanaan Sistem Dan Teknik Transportasi Udara di Indonesia. Yogyakarta: Gadjah Mada University Press.
Yang, Z., Peterson, R.T., (2004). Customer perceived value, satisfaction, and also ysisrge seat, loyalty: the role of switching costs. Psychol. Mark. 21, 799e822.
Zeithmal, Valeria A., Mary Jo Bitner and Dawayne D. Gemler. (2006), Service Marketing: Integrating Customer Focus Across the Firm. 4th ed.Mc. New York: Graw-Hill.
Zikmund, W. G., B. J. Babin, J. C. Carr, & M. Griffin. (2009). Business Research Methods, 8th edition. Boston: Cengange Learning.
https://www.liputan6.com/bisnis/read/2513290/sering-bermasalah-mengapa-lion-airtetap-jadi-pilihan diakses pada tanggal 10 Juni 2018 pukul 18.50 WIB
https://www.kompasiana.com/cru1s3r/mengapa-mereka-tetap-terbang-dengan-lionair_54f8c3d9a3331151398b466c diakses pada tanggal 10 Juni 2018 pukul 19.00 WIB
- Articles published in CALYPTRA are licensed under a Creative Commons Attribution-ShareAlike 4.0 International license. You are free to copy, transform, or redistribute articles for any lawful purpose in any medium, provided you give appropriate credit to the original author(s) and the journal, link to the license, indicate if changes were made, and redistribute any derivative work under the same license.
- Copyright on articles is retained by the respective author(s), without restrictions. A non-exclusive license is granted to CALYPTRA to publish the article and identify itself as its original publisher, along with the commercial right to include the article in a hardcopy issue for sale to libraries and individuals.
- By publishing in CALYPTRA, authors grant any third party the right to use their article to the extent provided by the Creative Commons Attribution-ShareAlike 4.0 International license.
