Analysis of The Influence of Pre-Flight Service Quality, In-flight Service Quality, Post-Flight Service Quality, and Covid-19 Protocol Service Quality Towards Passenger Satisfaction and Passenger Loyalty of Lion Air Passenger in Medan
Journal Title: Journal of Economics, Finance and Management Studies - Year 2023, Vol 6, Issue 02
Abstract
This study aims to determine whether Lion Air's service quality including pre-flight, in-flight, post-flight and covid-19 protocol service quality affect passenger satisfaction and loyalty of Lion Air passengers in Medan. This study uses a quantitative (causal) research method with data obtained from distributing questionnaires through the snowball sampling technique (nonprobability sampling method) and will be processed using SEM (Structural Equation Modeling) utilizing AMOS version 22.0 software. This research is conducted on 125 respondents with male and female characteristics, ranging from 18-60 by age, domiciled in Medan, and had at least 1 x domestic trip using Lion Air baggage facilities within the last 2 years. The results of the analysis of the Structural Equation Model (SEM) using AMOS version 22.0 software show that the variable pre-flight service quality has an insignificant relationship to passenger satisfaction, in-flight service quality has a significant relationship to passenger satisfaction, post-flight service quality has a significant relationship to passenger satisfaction, covid-19 protocol service quality has a significant relationship to passenger satisfaction, pre-flight service quality has a significant relationship to passenger loyalty, inflight service quality has a significant relationship to passenger loyalty, post -flight service quality has a significant relationship to passenger loyalty, covid-19 protocol service quality has an insignificant relationship to passenger loyalty, and passenger satisfaction has a significant relationship to passenger loyalty
Authors and Affiliations
Michelle Elvina,Ronald Suryaputra,Amelia
Keywords
Related Articles
- EP ID EP726811
- DOI 10.47191/jefms/v6-i2-22
- Views 28
- Downloads 0
What Drives Online Gaming Addiction? Loyalty Check and In-App Purchase Intention
Mobile gaming is known as a high and competitive growing industry of business. There have been lots of game released every day in the last two years. This study examines the relationship between online game addiction (wi...
Determinants of Human Resources Accounting Disclosure and their Impact on Financial Performance as Intervening Variables
The purpose of this study is to most of which indicate that human resource accounting disclosures have an influence on company performance, which refers to the research of al Mamun (2009) and Widodo (2014). Seeing that t...
The Effect Of Technology Acceptance Model On Online Shopping Behavior On Generation Z
The study is aimed to develop a model that predict intention to shop online on Generation Z. the factors is derived from TRA and TPB that included perceived usefulness, perceived ease of use, and attitude toward online s...
Nature, Composition and Evaluation Criteria of Investment Power
The article explores the concept of investment potential, which is an important issue in the development of the national economy, from a scientific and theoretical point of view. In addition, the criteria for assessing...
Analysis of Factors Influencing the Community (Muzakki) To Pay Zakat through Baznas in Mataram City
Analysis of Factors Influencing Society (Muzakki) Paying Zakat Through Baznas in Mataram City. The purpose of this study is to analyze the factors influencing Muzaki's decision to pay zakat through the National Amer Zaka...