The Influence of Ticket Refund Service Towards Air Asia Customers Trust

SA Maulana, MR Gigantama, Lies Lesmini, Imam Ozali, Cecep Budiman


The refund ticket policy can increase the intensity of company ticket sales and the level of public confidence in AirAsia airlines that want to do travel plans without being burdened with worries about problems that arise so they have to cancel their travel plans, thus tickets already purchased will not be wasted and will not harm AirAsia's customers. The purpose of this research is to find out whether the ticket return policy can increase the trust of AirAsia customers. This study uses descriptive quantitative methods and simple linear regression data analysis techniques. Primary data obtained from AirAsia airline service users who filled out questionnaires and secondary data using data from various literature. The study population was users of AirAsia airlines and the study sample was taken as many as 100 AirAsia customers. The result of this study are to 80.5 % variable X affect variable Y, while to 19.05% is influenced by other factors not examined in this study. And from the results of the hypothesis test states that there is a significant effect of variable X on Y.


ticket refund, customers trust, passengers complaint

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