The Effect of Complaint Handling and Service Recovery on Customer Loyalty at Lion Air Indonesia Rachmi Arin, Heny Hendrayati, Ratih Hurriyati,
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Abstract
The aviation industry is quite vulnerable to service failures, one of which is flight delays or delays. Therefore, there have been many studies on service recovery and complaint handling. The purpose of this study is to understand how the influence of complaint handling and service recovery on customer loyalty at Lion Air Indonesia. This study uses three variables which are divided into X1 Complaint Handling, X2 Service Recovery and Y is Customer Loyalty. As for the systematic literature review and descriptive verification method with multiple linear tests to measure research results. Based on these results, complaint handling has an effect on customer loyalty, while service recovery is not highly correlated with customer loyalty.
Keywords: complaint handling, service recovery, customer loyalty, lion air
Topic: Marketing Management, Relationship Marketing, Service Marketing
