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Research Paper | Management | Indonesia | Volume 3 Issue 1, January 2014

Complaint Handling and Service Recovery Analysis at Low Cost Carrier Airline and Effects on Customer Satisfaction in Indonesia

Adie Sapar Sudradjat | Gatot Kunta Kumara | Nila Susandi

Abstract: Complaint is forms and expressions of customer dissatisfaction with services provided by service companies. Customer satisfaction is a marketing success indicator in service company. If satisfaction level is low then it can affect the company marketing performance. To restore customer satisfaction complaint, complaint handling and service recovery system are required. Low cost carrier (LCC) airline companies in Indonesia is a company which has quite high customer complaint. Therefore, LCC airline companies should implement complaint handling and service recovery system effectively. This study analyzed complaint handling and service recovery conducted LCC airline companies in Indonesia. The result show that complaint handling and service recovery application has not been optimal and it affects the customer satisfaction level.

Keywords: Complaint handling, service recovery, LCC airline

Edition: Volume 3 Issue 1, January 2014,

Pages: 181 - 186