Pengaruh service recovery quality element terhadap behavioral, intention pada penerbangan low-cost carrier
Info Katalog
File Repositori
Subyek : Marketing -- Management
Penerbit : FEB - Usakti
Kota Terbit : Jakarta
Tahun Terbit : 2023
Pembimbing 1 : Sri Vandayuli Riorini
Kata Kunci : service recovery quality, behavioral intention.
Status Posting : Published
Status : Lengkap
File Repositori
| No. | Nama File | Hal. | Link |
|---|---|---|---|
| 1. | 2023_TS_MMJ_122012001006_Halaman-Judul.pdf | 10 | |
| 2. | 2023_TS_MMJ_122012001006_Lembar-Pengesahan.pdf | 4 | |
| 3. | 2023_TS_MMJ_122012001006_Bab-1_Pendahuluan.pdf | 11 | |
| 4. | 2023_TS_MMJ_122012001006_Bab-2_Landasan-Teori.pdf | 16 |
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| 5. | 2023_TS_MMJ_122012001006_Bab-3_Metodologi-Penelitian.pdf | 18 |
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| 6. | 2023_TS_MMJ_122012001006_Bab-4_Analisis-dan-Pembahasan.pdf | 13 |
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| 7. | 2023_TS_MMJ_122012001006_Bab-5_Kesimpulan.pdf | 2 | |
| 8. | 2023_TS_MMJ_122012001006_Daftar-Pustaka.pdf | 3 |
B Berdasarkan perumusan masalah yang akan diteliti, maka tujuan penelitianyang akan dilakukan adalah untuk menganalisis pengaruh tangible compensation,timeless, apology, attentiveness terhadap recovery satisfaction pada penerbanganlow cost carrier terhadap recovery satisfaction. Sampel yang akan diambil adalahsebanyak 180 responden. Sampel terdiri atas konsumen maskapai penerbanganbertarif rendah (Low Cost Carrier) di Indonesia yang pernah mengalamikegagalan pelayanan jasa. Syarat yang harus dipenuhi oleh responden adalah:pernah mengalami masalah dengan jasa layanan penerbangan, melakukankomplain dan mendapat tanggapan atau penganan atas keluhan atau komplainyang dilakukan.Berdasarkan hasil penelitian yang telah dilakukan untuk menganalisispengaruh elemen tangible compensation, timeless, apology or explanation andattentiveness berpengaruh terhadap perilaku penumpang maskapai Low-CostCarrier atas keluhan melalui kepuasan pemulihan layanan dapat ditarik simpulanbahwa Kompensasi (tangible compensation) berpengaruh positif terhadapkepuasan pemulihan layanan penumpang maskapai Low-Cost Carrier terbukti.Sedangkan kesigapan (timeless) memiliki pengaruh yang positif dan signifikanterhadap kepuasan pemulihan layanan penumpang maskapai Low-Cost Carriertidak terbukti. Permintaan maaf atau penjelasan (apology or explanation) memilikipengaruh yang positif dan signifikan terhadap kepuasan pemulihan layananpenumpang maskapai Low-Cost Carrier terbukti, lalu perhatian (attentiveness)memiliki pengaruh yang positif dan signifikan terhadap kepuasan pemulihanlayanan penumpang maskapai Low-Cost Carrier terbukti. Terakhir KepuasanPemulihan Jasa (Recovery Satisfaction) berpengaruh positif dan sigsnifikanterhadap niat berperilaku (Behavioral Intention) penumpang maskapai Low-Cost Carrier terbukti.Bagi peneliti selanjutnya, hendaknya untuk memperluas penelitian sehingga diperoleh informasi yang lebih lengkap tentang faktot-faktor yangmempengaruhi kepuasan pemulihan layanan dan niat berperilaku
B Based on the formulation of the problem to be studied, the purpose of theresearch to be carried out is to analyze the effect of tangible compensation,timeless, apology, attentiveness on recovery satisfaction on low cost carrier flightson recovery satisfaction. The sample to be taken is 180 respondents. The sampleconsisted of low-cost airline consumers in Indonesia who had experienced servicefailures. The conditions that must be met by the respondent are: have experiencedproblems with flight services, made complaints and received responses orconfectionary to complaints or complaints made.Based on the results of research that has been carried out to analyze theeffect of tangible compensation, timeless, apology or explanation and attentivenesselements affecting the behavior of Low-Cost Carrier airline passengers oncomplaints through service recovery satisfaction, it can be concluded thatCompensation (tangible compensation) has a positive effect on satisfaction with therecovery of passenger services of Low-Cost Carrier airlines proven. Meanwhile,timelessness has a positive and significant influence on the satisfaction of therecovery of passenger services of Low-Cost Carrier airlines is not proven. Apologyor explanation has a positive and significant effect on the satisfaction of low-costcarrier passenger service recovery, and attention (attentiveness) has a positive andsignificant effect on the satisfaction of low-cost carrier passenger service recoveryis proven. Finally, Recovery Satisfaction has a positive effect and is significantabout the behavioral intention (Behavioral Intention) of Low-Cost Carrier airlinepassengers. Furthermore, researchers should expand the research so that morecomplete information is obtained about the factors that influence service recovery satisfaction and behavioral intentions.