ANALYSIS OF LION AIR'S COMPETITIVE STRATEGY IN BUSINESS COMPETITION FOR SCHEDULED AIR TRANSPORT SERVICES IN INDONESIA

DOI

10.2991/grost-17.2018.18How to use a DOI?

Keywords

Market Concentration, Low Cost Carrier (LCC), Competition.

Abstract

The purpose of this research is to know the influence of service quality (tangible, reliability, respo nsiveness, assurance, and emphaty) partially or simultaneously to customer satisfaction level and to know more dominant influence from tangible, reliability, responsiveness, assurance, and empathy) to the level of customer satisfaction on PT.Lion Air flight operation in Terminal I of Soekarno Hatta Airport. In this study how the influence of service quality (service quality) seen from five dimensions: tangible, reliability, responsiveness, assurance, and empathy to the satisfaction of airline service customers PT. Lion Air. While the hypothesis of this study is the quality of service has a significant influence on customer satisfaction of airline services PT.Lion Air. The results showed that service quality seen from five dimensions: tangible, reliability, responsiveness, assurance, and emphaty simultaneously and partially significant effect on customer satisfaction of PT.Lion Air flight service. Variables that have significant influence is assurance, as well as the most dominant effect on customer satisfaction.

Copyright

© 2018, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

Download article (PDF)

TY  - CONF
AU  - Tiarto Tiarto
PY  - 2017/11
DA  - 2017/11
TI  - ANALYSIS OF LION AIR'S COMPETITIVE STRATEGY IN BUSINESS COMPETITION FOR SCHEDULED AIR TRANSPORT SERVICES IN INDONESIA
BT  - Proceedings of the Conference on Global Research on Sustainable Transport (GROST 2017)
PB  - Atlantis Press
SP  - 194
EP  - 210
SN  - 2352-5401
UR  - https://doi.org/10.2991/grost-17.2018.18
DO  - 10.2991/grost-17.2018.18
ID  - Tiarto2017/11
ER  -