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Impact of Service quality, On time performance and Customer satisfaction with Lion Air's image
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Every time a company provides services, it opens an opportunity for the company to
build up its image. An airline’s image could measure the weaknesses and strengths of the airline
itself so that it could maintain the passenger’s perceptions of the airline. The purpose of this
study is to explain on how the supporting factors of service quality, on time performances and
customer satisfactions in Lion Air can be a determining factor for the creation of an airline’s
image and whether these factors are also interconnected to create an airline image, in this case.
This study uses a quantitative approach with the primary data collected through distribution of
questionnaires to 59 Lion Air passengers. A regression analysis is conducted to test the
hypothesis of the study. The results show that 1) service quality has a significant effect on
airline image 2) on time performance has a significant effect on airline image 3) customer
satisfaction has a significant effect on airline image 4) service quality, on time performance and
customer satisfaction simultaneously have a significant effect on airline image.
R Nurpiyanti - Personal Name
K Rizqiana - Personal Name
Muhammad Iqbal Firdaus - Personal Name
Yuliantini - Personal Name
Darmawan Apriyadi - Personal Name
K Rizqiana - Personal Name
Muhammad Iqbal Firdaus - Personal Name
Yuliantini - Personal Name
Darmawan Apriyadi - Personal Name
2622-5778
NONE
electronic file
English
ITL Trisakti
2019
Jakarta
: Advances in Transportation and Logistics Research
(GROSTLOG 2019)
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