Abstract
Lion Air was chosen by the public as an airline because of its lower fares compared to other airlines. However, Lion Air also often creates problems in terms of service, namely passenger displacement due to delay. With a negative emotional experience will have an effect on reputation decline, due to electronic word of mouth by consumers who are dissatisfied with the service. This type of research uses quantitative methods. The population of this research is all consumers who have used Lion Air transportation services with a sample of 100 respondents. The data collection method uses purposive sampling method. Technical analysis using SMART PLS 3.0 consists of three types, namely instrument testing, prerequisite tests, and hypothesis testing. The results showed that consumer satisfaction is influenced by emotional experience, E-Wom is influenced by emotional experience, reputation is not influenced by emotional experience, loyalty is not influenced by customer satisfaction, E-Wom is influenced by customer satisfaction, reputation is influenced by consumer satisfaction, Loyalty is influenced by Reputation, Reputation is influenced by E-Wom, and Loyalty is also influenced by E-Wom.
Highlights
Indonesia is an archipelago consisting of 17,504 islands with a population of nearly270,054,853 million people in 2018
The results showed that consumer satisfaction is influenced by emotional experience, E-Wom is influenced by emotional experience, reputation is not influenced by emotional experience, loyalty is not influenced by customer satisfaction, E-Wom is influenced by customer satisfaction, reputation is influenced by consumer satisfaction, Loyalty is influenced by Reputation, Reputation is influenced by E-Wom, and Loyalty is influenced by E-Wom
Positive emotional experience has a positive effect on consumer satisfaction of Lion Air airline, meaning that respondents involved in this study feel the emotional experience gained when using Lion Air airline affects customer satisfaction
Summary
Indonesia is an archipelago consisting of 17,504 islands with a population of nearly270,054,853 million people in 2018. Based on data from the Ministry of Transportation in the last four years, in Indonesia there are 10 new airports built from Kertajati Airport in Majalengka to Berau Airport in East Kalimantan. This is the impact of increased use of air transportation (Hartomo, 2018). The Central Statistics Agency noted the number of airplane passengers for domestic flights in October 2018 increased 6.85% to 8.11 million people and grew 7.85% compared to October the previous year. The cumulative period for January-October this year grew 6.98% to 78.63 million people compared to the same period in 2017. The cumulative period for January-October this year grew 6.98% to 78.63 million people compared to the same period in 2017. (databoks.katadata.co.id, 2018)
Sign-in/Register to view highlights & summary Sign-in/Register to access full text options 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callDisclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
