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

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

Authors
M. Rizki Ubaidillah1, *, Heny Hendrayati1, Ratih Hurriyati1
1Universitas Pendidikan Indonesia, Bandung, Indonesia
*Corresponding author. Email: rizkiubaidilah@upi.edu
Corresponding Author
M. Rizki Ubaidillah
Available Online 26 June 2024.
DOI
10.2991/978-94-6463-443-3_74How to use a DOI?
Keywords
Service recovery; service failure; customer satisfaction; complaint; Lion Air; flights
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.

Copyright
© 2024 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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Volume Title
Proceedings of the 8th Global Conference on Business, Management, and Entrepreneurship (GCBME 2023)
Series
Advances in Economics, Business and Management Research
Publication Date
26 June 2024
ISBN
978-94-6463-443-3
ISSN
2352-5428
DOI
10.2991/978-94-6463-443-3_74How to use a DOI?
Copyright
© 2024 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Cite this article

risenwbib
TY  - CONF
AU  - M. Rizki Ubaidillah
AU  - Heny Hendrayati
AU  - Ratih Hurriyati
PY  - 2024
DA  - 2024/06/26
TI  - The Effect of Service Recovery on Customer Satisfaction on Lion Air Users
BT  - Proceedings of the 8th Global Conference on Business, Management, and Entrepreneurship (GCBME 2023)
PB  - Atlantis Press
SP  - 567
EP  - 571
SN  - 2352-5428
UR  - https://doi.org/10.2991/978-94-6463-443-3_74
DO  - 10.2991/978-94-6463-443-3_74
ID  - Ubaidillah2024
ER  -