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

Abstract

Airlines play a crucial role in meeting society's need for fast and efficient long-distance transportation, thereby increasing the demand for air travel services. The findings indicate that service quality has a positive and significant impact on customer satisfaction with Lion Air in Central Java. In contrast, employee performance, while positively related, does not significantly influence customer satisfaction. Marketing communication demonstrates a positive and significant effect on customer satisfaction. The Adjusted R Square value of 66.1% shows that service quality, employee performance, and marketing communication collectively explain a substantial proportion of the variance in customer satisfaction. Simultaneously, these three factors exert a positive and significant influence on customer satisfaction with Lion Air in Central Java.