HUBUNGAN KEGAGALAN PELAYANAN DAN LOYALITAS PELANGGAN PADA PERUSAHAAN PENERBANGAN KOMERSIAL
DOI:
https://doi.org/10.34127/jrlab.v6i1.163Abstract
Meneliti dampak kegagalan pelayanan perusahaan penerbangan terhadap pelanggannya. Khususnya meneliti pengaruh kepercayaan dan komitmen terhadap hubungan pelanggan, kemudian yang terakhir mengamati kesediaan mereka untuk merekomendasikan maskapai penerbangan yang mereka gunakan kepada orang lain. Penelitian dilakukan terhadap pelanggan maskapai di Jakarta-Indonesia yang menunjukkan dampak dari suatu tingkat kegagalan pelayanan tergantung pada sudah berapa lama hubungan pelanggan dengan maskapai yang mereka gunakan sampai saat ini. Namun ternyata ditemukan korelasi non-linear, yang menunjukkan bahwa pelanggan yang sudah berpengalaman terbang berpikiran lebih terbuka tentang kegagalan pelayanan, serta toleransi kegagalan yang lebih rendah, kemudian secara bertahap memperlihatkan hubungan yang lebih dekat dan lebih tahan terhadap kegagalan pelayanan.
Kata Kunci: Perusahaan Penerbangan, Hubungan Channel, Perilaku Konsumen, Loyalitas Pelanggan,Pemasaran Hubungan, Pemasaran Jasa
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