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September 10, 2025Jurnal EMT KITAOpen Access

Analysis of Service Quality, Employee Performance and Marketing Communication on Consumer Satisfaction of Lion Air

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Authors

KKKushariyadi KushariyadiAHArvin HardianEDEvalina Darlin

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Overview

Analysis shows service quality and marketing communication significantly improve consumer satisfaction with Lion Air in Central Java.

Key Points

  • Service quality positively impacts consumer satisfaction at Lion Air, highlighting its importance in customer retention.
  • Marketing communication significantly enhances customer satisfaction, emphasizing effective outreach strategies for airlines.
  • Despite a positive correlation, employee performance does not significantly influence customer satisfaction, suggesting other factors may play a role.
  • Collectively, these factors explain over 66% of the variance in consumer satisfaction, underscoring their relevance in the airline industry.

Cite This Study

Kushariyadi et al. (2025) studied this question.

synapsesocial.com/papers/68c24009b210217d64799073https://doi.org/10.35870/emt.v9i3.4672
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