Skripsi

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

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Penilaian

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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.

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Availability

Inventory Code	Barcode	Call Number	Location	Status
2407001754	T141444	T1414442024	Central Library (Referens)	Available

Detail Information

Series Title

-

Call Number

T1414442024

Publisher

Indralaya : Prodi Manajemen, Fakultas Ekonomi Universitas Sriwijaya., 2024

Collation

xx, 90 hlm.; Ilus.; 29 cm

Language

Indonesia

ISBN/ISSN

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Classification

658.810 7

Content Type

Text

Media Type

unmediated

Carrier Type

-

Edition

-

Subject(s)

Prodi Manajemen, Manajemen Pemasaran

Specific Detail Info

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Statement of Responsibility

MURZ

Other version/related

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