Pengaruh Service Recovery Quality Elements Terhadap Behavioral Intention Pada Penerbangan Low Cost Carrier

Aristide G.S Sondakh, Sri Vandayuli Riorini

Abstract


Berdasarkan perumusan masalah yang akan diteliti, maka tujuan penelitian yang akan dilakukan adalah ntuk menganalisis pengaruh Service Recovery Quality Elements Terhadap Behavioral Intention Pada Penerbangan Low Cost Carrier. Dalam penelitian ini perolehan data primer dilakukan dengan menggunakan penyebaran kuesioner secara online kepada konsumen maskapai penerbangan bertarif rendah (Low Cost Carrier) di Indonesia yang pernah mengalami kegagalan jasa dari pelayanan jasa maskapai penerbangan di Indonesia. Alasan perolehan data melalui kuesioner online dikarenakan agar dapat mencakup responden di manapun di Indonesia melalui kuesioner online. Hasil penelitian yang ada adalah: Kompensasi (tangible compensation) berpengaruh positif terhadap kepuasan pemulihan layanan penumpang maskapai Low-Cost Carrier terbukti. Kesigapan (timeless) memiliki pengaruh yang positif dan signifikan terhadap kepuasan pemulihan layanan penumpang maskapai Low-Cost Carrier tidak terbukti. Permintaan maaf atau penjelasan (apology or explanation) memiliki pengaruh yang positif dan signifikan terhadap kepuasan pemulihan layanan penumpang maskapai Low-Cost Carrier terbukti. Perhatian (attentiveness) memiliki pengaruh yang positif dan signifikan terhadap kepuasan pemulihan layanan penumpang maskapai Low-Cost Carrier terbukti. Kepuasan Pemulihan Jasa (Recovery Satisfaction) berpengaruh positif dan sigsnifikan terhadap niat berperilaku (Behavioral Intention) penumpang maskapai Low-Cost Carrier terbukti.

Kata Kunci: Kepuasan Pemulihan, Niat Berperilaku.

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DOI: https://doi.org/10.37531/sejaman.v6i1.3596

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