PENGARUH SERVICE RECOVERY TERHADAP PASSENGER SATISFACTION PASCA TERJADINYA FLIGHT IRREGULARITIES PADA PT. SRIWIJAYA AIR DISTRICT PALEMBANG (STUDI KASUS PADA RUTE PENERBANGAN PALEMBANG - PANGKAL PINANG)

MARANDIKA, EGGI RAMADHON and Nailis, Welly (2024) PENGARUH SERVICE RECOVERY TERHADAP PASSENGER SATISFACTION PASCA TERJADINYA FLIGHT IRREGULARITIES PADA PT. SRIWIJAYA AIR DISTRICT PALEMBANG (STUDI KASUS PADA RUTE PENERBANGAN PALEMBANG - PANGKAL PINANG). Undergraduate thesis, Sriwijaya University.

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Abstract

The purpose of this study was to determine and explain the effect of Service Recovery on Passenger Satisfaction after the occurrence of flight irregularities at PT Sriwijaya Air District Palembang with the Palembang - Pangkal Pinang flight route both partially and simultaneously. This research is a quantitative research. The population in this study were Sriwijaya Air airline passengers with Palembang Pangkal Pinang flight routes and had aspirated complaints about flight irregularities. The sample in this study were 85 respondents who used Non-Probability Sampling technique with Purposive Sampling method. This research data collection instrument uses a questionnaire that was assessed with a Likert Scale and has been tested using the SPSS Statististics 27 for Windows program. This study results in Service Recovery variables in which there are Distributive Justice, Procedural Justice, and Interactional Justice variables that have a significant partial and simultaneous effect on Passenger Satisfaction.

Item Type:	Thesis (Undergraduate)
Subjects:	H Social Sciences > HA Statistics > HA154-4737 Statistical data H Social Sciences > HE Transportation and Communications > HE9761-9900 Air transportation. Airlines H Social Sciences > HF Commerce > HF5001-6182 Business
Divisions:	01-Faculty of Economics > 61201-Management (S1)
Depositing User:	Eggi Ramadhon Marandika
Date Deposited:	13 Mar 2024 06:21
Last Modified:	13 Mar 2024 06:21
URI:	http://repository.unsri.ac.id/id/eprint/141444

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