The Effect of Complaint Handling and Service Recovery on Customer Loyalty at Lion Air Indonesia

DOI

10.2991/978-94-6463-443-3_72How to use a DOI?

Keywords

complaint handling; service recovery; customer loyalty; Lion Air

Abstract

The aviation industry is quite vulnerable to service failures, including flight delays or delays. Therefore, there have been many studies on service recovery and complaint handling. This research aims to understand how complaint handling and service recovery affect customer loyalty at Lion Air Indonesia. This study uses three variables divided into X1 complaint handling, X2 service recovery, and Y customer loyalty. As for the systematic literature review and descriptive verification method with multiple linear tests to measure research results. Based on these results, complaint handling affects customer loyalty, while service recovery is not highly correlated with customer loyalty.

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.

Download article (PDF)

TY  - CONF
AU  - Rachmi Arin
AU  - Heny Hendrayati
AU  - Ratih Hurriyati
PY  - 2024
DA  - 2024/06/26
TI  - The Effect of Complaint Handling and Service Recovery on Customer Loyalty at Lion Air Indonesia
BT  - Proceedings of the 8th Global Conference on Business, Management, and Entrepreneurship (GCBME 2023)
PB  - Atlantis Press
SP  - 552
EP  - 557
SN  - 2352-5428
UR  - https://doi.org/10.2991/978-94-6463-443-3_72
DO  - 10.2991/978-94-6463-443-3_72
ID  - Arin2024
ER  -