SERVICE RECOVERY DUE TO PLANE CRASH ON CUSTOMER TRUST: A CASE ON LOW-COST CARRIER AIRLINE

Harun Al Rasyid, Bayu Wisnu Wibowo, Danang Darunanto, Primadi Candra Susanto

Abstract


The aviation industry in Indonesia is currently experiencing rapid development, especially in low-cost carrier concept airlines. Several airlines offer each other ticket prices so that all operational costs are minimized as much as possible. Even though safety is the most crucial factor, there are still plane crashes in Indonesia. In several accidents that occurred in Indonesia, most of these incidents were experienced by airlines with Low-Cost Carrier (LCC) concepts. This study aims to explain the correlation between service failure, service recovery, and customer trust. The research uses quantitative methods and probability sampling techniques with simple random sampling. The questionnaire was addressed to 190 respondents who knew about the plane crash. Data were analyzed using SMART PLS. The outcomes of the research proved that there was a correlation between service failure, service recovery, and customer trust.

Keywords


failure, aircraft accident, low-cost carrier, customer trust, service recovery, passenger

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References


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DOI: https://doi.org/10.25292/atlr.v4i0.394

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