Published: 2025-07-30

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

DOI: 10.35870/emt.v9i3.4672

Kushariyadi Kushariyadi, Arvin Hardian, Evalina Darlin, Ita Soegiarto, Sukmarani Sukmarani
  • Kushariyadi Kushariyadi: Politeknik Energi dan Mineral Akamigas , Indonesia . image/svg+xml
  • Arvin Hardian: Universitas Bina Sarana Informatika , Indonesia . image/svg+xml
  • Evalina Darlin: Politeknik LP3I Jakarta , Indonesia
  • Ita Soegiarto: Sekolah Tinggi Meteorologi Klimatologi dan Geofisika , Indonesia
  • Sukmarani Sukmarani: University of Sarjanawiyata Tamansiswa , Indonesia . image/svg+xml
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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.

Keywords

Customer Satisfaction ; Employee Performance ; Marketing Communication ; Service Quality

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Kushariyadi, K., Hardian, A., Darlin, E., Soegiarto, I., & Sukmarani, S. (2025). Analysis of Service Quality, Employee Performance and Marketing Communication on Consumer Satisfaction of Lion Air. Jurnal EMT KITA, 9(3), 1294-1302. https://doi.org/10.35870/emt.v9i3.4672
Article Information

This article has been peer-reviewed and published in the Jurnal EMT KITA. The content is available under the terms of the Creative Commons Attribution 4.0 International License.

  • Issue: Vol. 9 No. 3 (2025)

  • Section: Articles

  • Published: %750 %e, %2025

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Author Biographies
Kushariyadi Kushariyadi
Google Scholar ResearchGate ORCID

Oil and Gas Logistics Study Program, Faculty of Oil and Gas Logistics, Politeknik Energi dan Mineral Akamigas, Blora Regency, Central Java Province, Indonesia

Arvin Hardian
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Communication Science Study Program, Faculty of Communication and Language Sciences, Universitas Bina Sarana Informatika, West Jakarta City, Special Capital Region of Jakarta, Indonesia

Evalina Darlin
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Business Administration Study Program, Politeknik LP3I Jakarta, Central Jakarta City, Special Capital Region of Jakarta, Indonesia

Ita Soegiarto
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Geophysics Study Program, Sekolah Tinggi Meteorologi Klimatologi dan Geofisika, Tangerang City, Banten Province, Indonesia

Sukmarani Sukmarani
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Psychology Study Program, Faculty of Psychology, Universitas Sarjanawiyata Tamansiswa, Yogyakarta City, Special Region of Yogyakarta, Indonesia

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