Proceedings of the 19th International Symposium on Management (INSYMA 2022)

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The Impact of Responsiveness and Empathy on Satisfaction and Loyalty of the PT Citilink Indonesia’s Passengers at Kualanamu International Airport

Authors
Defri Kurnanda1, *, Endang Sulistya Rini1, Beby Karina1
1University of North Sumatera, Medan, Indonesia
*Corresponding author. Email: kurnanda.defri@gmail.com
Corresponding Author
Defri Kurnanda
Available Online 5 December 2022.
DOI
10.2991/978-94-6463-008-4_115How to use a DOI?
Keywords
responsiveness; empathy; passenger satisfaction; passenger loyalty
Abstract

In providing the services to the passengers, the company’s management has tried to provide its best. However, it is not easy to establish passenger satisfaction which leads to the passengers’ loyalty, though the employees have maximally delivered the services given. It is hoped that by providing an excellent service based on the PT Citilink Indonesia service standards, the number of passengers and people’s demand to fly PT Citilink Indonesia airline will increase. This study aims to investigate the impact of responsiveness on satisfaction and loyalty of the PT Citilink Indonesia’s passengers at Kualanamu International Airport. The study took 100 respondents who were taken using a convenience sampling technique. While the data analysis technique used was path analysis, which has fulfilled all the assumptions of multivariate research. The results of this study indicate a significant positive directly on the responsiveness of passenger satisfaction. Empathy has a significant positive effect on passenger satisfaction. Responsiveness has a significant positive effect on passenger loyalty. Passenger satisfaction has a significant positive effect on passenger loyalty. There is an indirect effect of the responsiveness towards passenger loyalty through the significant passenger satisfaction of PT Citilink Indonesia. There is an indirect effect of the empathy towards the passenger loyalty through the significant passenger satisfaction.

Copyright
© 2023 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution 4.0 International License (http://creativecommons.org/licenses/by/4.0/), which permits 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 19th International Symposium on Management (INSYMA 2022)
Series
Advances in Economics, Business and Management Research
Publication Date
5 December 2022
ISBN
978-94-6463-008-4
ISSN
2352-5428
DOI
10.2991/978-94-6463-008-4_115How to use a DOI?
Copyright
© 2023 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution 4.0 International License (http://creativecommons.org/licenses/by/4.0/), which permits 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  - Defri Kurnanda
AU  - Endang Sulistya Rini
AU  - Beby Karina
PY  - 2022
DA  - 2022/12/05
TI  - The Impact of Responsiveness and Empathy on Satisfaction and Loyalty of the PT Citilink Indonesia’s Passengers at Kualanamu International Airport
BT  - Proceedings of the 19th International Symposium on Management (INSYMA 2022)
PB  - Atlantis Press
SP  - 919
EP  - 929
SN  - 2352-5428
UR  - https://doi.org/10.2991/978-94-6463-008-4_115
DO  - 10.2991/978-94-6463-008-4_115
ID  - Kurnanda2022
ER  -