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 19
- Downloads 0
Development of Bancassurance Distribution Channel of Military Insurance Corporation In Commercial Banks In Vietnam
Bancassurance is one of the new distribution channels and is currently a particularly effective insurance distribution channel in the world and in Vietnam. From the general overview of bancassurance, benefits of bancassu...
Digital Transformation in the Public Sector: Bibliometric and Systematic Review Analysis
Purpose: This article aims to analyze the evolution of digital transformation in the public sector as well as the trends, limits, and obstacles of this process. Method: Our bibliometric and systematic literature analy...
The role of the World Trade Organization in achieving the interests of developing countries “Egypt Case”
The principles of the World Trade Organization (WTO) included a set of exceptions to help developing countries to speed up the process of their economic development. Therefore, the research problem focused on the extent...
Impact of the Covid-19 Pandemic on the Performance of Micro Enterprises in CA Mau Province, Vietnam
This study investigates how the COVID-19 pandemic has affected the business performance of microenterprises in Ca Mau province, aiming to extract valuable insights and recommendations for crisis management by enterprises...
Board Assurance and Financial Performance of Selected Saccos in Kiruhura District, Uganda
Board assurance is the term used to describe the board's degree of trust in the organization's capacity for efficient risk management. Among SACCOs in Uganda, board assurance and financial performance are important ideas...