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

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.

Kushariyadi et al. (2025) studied this question.

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