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The role of service quality, facilities, and prices on customer satisfaction in Indonesia aviation in the COVID-19 pandemic
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Lion Air is an airline that has a low-cost carrier concept, which makes Lion Air an airline that has
low prices. With these low prices, does it improve customer fulfillment? This study aims to
determine the effects of service quality, amenities, and pricing on purchase choices. Associative
quantitative research methodologies are used in this kind of study. The sample comprised 210
individuals who had taken a flight on Lion Air during COVID-19 and were at least 17 years old.
The analysis technique uses Amos 24 software and SEM (Structural Equation Modelling) analysis.
The results showed that service quality has a favorable and considerable impact on customer
satisfaction. Facilities have a significant and positive effect on customer satisfaction. Price has a
positive and substantial influence on customer satisfaction.
Johar Samosir - Personal Name
Andayani Listyawati - Personal Name
Trilaksmi Udiati - Personal Name
Chatarina Rusmiyati - Personal Name
Ernanto Wibisono - Personal Name
ERMAN NOOR ADI - Personal Name
Dwi Triani - Personal Name
Prasadja Ricardianto - Personal Name
Okin Purba - Personal Name
Endri - Personal Name
Andayani Listyawati - Personal Name
Trilaksmi Udiati - Personal Name
Chatarina Rusmiyati - Personal Name
Ernanto Wibisono - Personal Name
ERMAN NOOR ADI - Personal Name
Dwi Triani - Personal Name
Prasadja Ricardianto - Personal Name
Okin Purba - Personal Name
Endri - Personal Name
Uncertain Supply Chain Management 12 (2024)
2291-6830
NONE
electronic file
Growing Science
2023
Canada
Uncertain Supply Chain Management 12 (2024)
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