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THE EFFECT OF CO-CREATION SERVICE RECOVERY AGAINST REPURCHASE INTENTION MEDIATED BY CUSTOMER SATISFACTION SERVICE IN LION AIR IN JAKARTA
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Abstract. This research was done to understand the influence of co-creation service recovery
regarding repurchase intention mediated by customer satisfaction service in Lion Air airline
agency in Jakarta. There are 4 (four) hypotheses challenged within this research. We use
quantitative mode for this research and purposive sampling as the sampling method. The
research was conducted on 100 samples of airline passengers using Lion Air in Jakarta. The
primary data was taken from a questionnaire extended to 100 passengers of Lion Air.
Qualitative data was gathered from the reliability test and validity test using the SPSS program
along with path analysis. The result of the research showed a significant influence of co-creation
service recovery (X) and customer satisfaction service (Z) regarding repurchase intention (Y).
Sri Maryani - Personal Name
Aulia Fitriyani - Personal Name
Edhie Budi Setiawan - Personal Name
Yoanita Octora - Personal Name
Aulia Fitriyani - Personal Name
Edhie Budi Setiawan - Personal Name
Yoanita Octora - Personal Name
digital
2622-5778
NONE
electronic file
English
ITL Trisakti
2020
Jakarta
GROSTLOG 2020
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