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The Effect of Service Recovery on Customer Satisfaction on Lion Air Users

In: Proceedings of the 8th Global Conference on Business, Management, and Entrepreneurship (GCBME 2023)

Author

Listed:
  • M. Rizki Ubaidillah

    (Universitas Pendidikan Indonesia)

  • Heny Hendrayati

    (Universitas Pendidikan Indonesia)

  • Ratih Hurriyati

    (Universitas Pendidikan Indonesia)

Abstract

Service failure or failure to provide service to consumers often occurs in companies, including the Lion Air company. There are many complaints about flight services from Lion Air due to delays and lost baggage; therefore, there must be a strategy to overcome problems that often occur in companies. This research aims to determine the effect of service recovery on customer satisfaction at Lion Air Company. The method used is a descriptive quantitative method with a population of 100 Lion Air passengers using a simple linear regression data analysis technique by collecting data by distributing questionnaires to Lion Air passengers. Based on the research results, there is a positive effect of service recovery on customer satisfaction. Therefore, to increase customer satisfaction, service recovery must be improved at Lion Air Company.

Suggested Citation

  • M. Rizki Ubaidillah & Heny Hendrayati & Ratih Hurriyati, 2024. "The Effect of Service Recovery on Customer Satisfaction on Lion Air Users," Advances in Economics, Business and Management Research, in: Ratih Hurriyati & Lili Adi Wibowo & Sulastri Sulastri & Lisnawati Lisnawati (ed.), Proceedings of the 8th Global Conference on Business, Management, and Entrepreneurship (GCBME 2023), pages 567-571, Springer.
    • Handle: RePEc:spr:advbcp:978-94-6463-443-3_74
    DOI: 10.2991/978-94-6463-443-3_74
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