Journal of Humanities and Social Studies
Vol 5, No 2 (2021): Journal of Humanities and Social Studies

CRM ASSESSMENT FOR PREPARING THE AIR TRANSPORTATION BUSINESS FOR A POST-PANDEMIC FUTURE

Irfan Rafie (President University, Cikarang)
Filda Rahmiati (President University, Cikarang)

Article Info

Publish Date
05 Aug 2021

Abstract

This paper examined the impact of customer relationship management (CRM) elements on customer satisfaction and loyalty. CRM is an airline strategy for individualizing its service, creating better communication channels with customers, and ensuring customer satisfaction on loyalty. Four essential elements of CRM measured in this study: service quality, price fairness, perceived safety, and social media marketing. The study employed a quantitative approach and base on 178 respondents. Partial Least Square – Structural Equation Model (PLS-SEM) is used to examine the variables’ relationship. The finding shows that the respondent’s response is significantly related and contributes to customer satisfaction and loyalty expect for price fairness. By giving more discounts or promotions creates attention to the customer.

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Journal Info
Journal of Humanities and Social Studies
Website

Abbrev

jhss

Publisher

Universitas Pakuan

Subject

Arts Humanities Economics, Econometrics & Finance Education Languange, Linguistic, Communication & Media Social Sciences

Description

Journal of Humanities and Social Studies is an academic journal that publishes scientific papers in the field of humanities and social studies. This journal is published two times a year (March and September) by Lembaga Penelitian dan Pengabdian Pada Masyarakat, Universitas Pakuan Bogor since 2017. ...