THE EFFECT OF HEALTH PROTOCOL, LOW RATES AND SERVICE QUALITY ON CUSTOMER SATISFACTION DURING PANDEMIC (STUDY CASE ON AIRASIA INDONESIA AIRLINES)

Yuni Rahmawati, Annisa Amalia, Charles An, Sarra Husnul Khotimah

Abstract


This study was conducted to determine the effect of health protocols, low tariffs and service quality on customer satisfaction by analyzing the most dominant variables affecting customer satisfaction. The population of the study is customers who use the services of AirAsia Indonesia during the COVID-19 pandemic. The number of samples wasobtained using the Slovin calculation with a minimum of 100 respondents; the data obtained by distributing questionnaires to 150 respondents. It was analysed using quantitative data analysis test method with proof of the hypothesis.


Keywords


Health Protocols, COVID-19, Low Prices, Service Quality, Costumer Satisfaction, AirAsia Indonesia Airlines

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DOI: https://doi.org/10.25292/atlr.v4i0.452

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