Analysis of The Impact of Service Quality on Lion Air Customer’s Repurchase Intention

DOI

10.2991/978-94-6463-443-3_71How to use a DOI?

Keywords

Customers Lion Air; Repurchase Intention; Service Quality; Tickets

Abstract

The decline in ticket purchases from Lion Air can be attributed to perceived shortcomings in the airline’s service quality. The primary objective of this research is to empirically ascertain the impact of service quality on customers repurchase intentions. This study utilizes a descriptive and verificative research methodology, focusing on passengers who have previously traveled with Lion Air. The research population comprises all Lion Air customers, and a sample size of 50 respondents was selected for data collection. The sampling method employed was convenience sampling. The statistical analysis utilized for this investigation is Structural Equation Modeling-Partial Least Squares (SEM-PLS). The findings of this research unequivocally demonstrate a statistically significant relationship between service quality and repurchase intention. This substantiates the critical importance of enhancing service quality as a means to foster increased repurchase intentions among Lion Air passengers. Therefore, in order to bolster customer loyalty and secure a competitive edge in the market, it is imperative for Lion Air to institute measures aimed at elevating the quality of services provided to its clientele. This study underscores the indispensable role that service quality plays in shaping passengers’ intentions to repurchase, highlighting its strategic significance for the airline’s sustainability and growth.

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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TY  - CONF
AU  - Zahfirah Nashshar
AU  - Heny Hendrayati
AU  - Ratih Hurriyati
PY  - 2024
DA  - 2024/06/26
TI  - Analysis of The Impact of Service Quality on Lion Air Customer’s Repurchase Intention
BT  - Proceedings of the 8th Global Conference on Business, Management, and Entrepreneurship (GCBME 2023)
PB  - Atlantis Press
SP  - 544
EP  - 551
SN  - 2352-5428
UR  - https://doi.org/10.2991/978-94-6463-443-3_71
DO  - 10.2991/978-94-6463-443-3_71
ID  - Nashshar2024
ER  -