ANALYSIS OF RESPONSIVENESS AT CHECK-IN COUNTER AND BOARDING GATE ON CUSTOMER LOYALTY ON BATIK AIR AIRLINE JAKARTA DENPASAR ROUTE AT SOEKARNO HATTA AIRPORT IN 2022

Abstract

Customer loyalty is one of the most important factors for a company to maintain its business continuity. The Batik Air company must do several things that can bind the hearts of customers to remain loyal to the Batik Air airline. This research focuses on the impact of Responsiveness at the Check-in Counter and Boarding Gate of Batik Air at Soekarno-Hatta International Airport. The purpose of this study aims to determine how the influence of Responsiveness Check-in counter and boarding gate on customer loyalty on Batik Air airlines on the Jakarta-Denpasar route. This research uses descriptive quantitative methods and the slovin formula. The number of samples used was 100 respondents. Data collection methods in this study used questionnaires and direct observation in the field.This study uses structural equation modeling - partial least square (SEM-PLS) analysis techniques. The results of statistical data processing indicate that there is a positive influence between service quality variables on customer loyalty as evidenced by the original sample value of 0.139 and there is a positive influence between service activities before flight departure on customer loyalty as evidenced by the original sample value of 0.643