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Analysis of Service Quality, Employee Performance and Marketing Communication on Consumer Satisfaction of Lion Air

Year: 2025

Type: article

Abstract: Airlines play a crucial role in meeting society's need for fast and efficient long-distance transportation, thereby increasing the demand for air travel services. The findings indicate that service quality has a positive and significant impact on customer satisfaction with Lion Air in Central Java. In contrast, employee performance, while positively related, does not significantly influence customer satisfaction. Marketing communication demonstrates a positive and significant effect on customer satisfaction. The Adjusted R Square value of 66.1% shows that service quality, employee performance, and marketing communication collectively explain a substantial proportion of the variance in customer satisfaction. Simultaneously, these three factors exert a positive and significant influence on customer satisfaction with Lion Air in Central Java.

Source: Jurnal EMT KITA

DOI: 10.35870/emt.v9i3.4672

Authors: Kushariyadi Kushariyadi, Arvin Hardian, Evalina Darlin, Ita Soegiarto, Sukmarani Sukmarani

Institutions: Politeknik Energi dan Mineral Akamigas, Universitas Bina Sarana Informatika, Politeknik LP3I Jakarta, Meteorological, Climatological, And Geophysical Agency, University of Sarjanawiyata Tamansiswa

Language: English

Topic: Customer Service Quality and Loyalty

Subfield: Organizational Behavior and Human Resource Management

Field: Business, Management and Accounting

Domain: Social Sciences

Open Access status: diamond

OpenAlex ID: W4412879315

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