Anteseden dan konsekuensi dari customer satisfaction pada maskapai penerbangan Indonesia
Info Katalog
File Repositori
Nomor Panggil : 022002001017
Penerbit : FEB - Usakti
Kota Terbit : Jakarta
Tahun Terbit : 2024
Pembimbing 1 : Moch Sabur
Subyek : Customer satisfaction - Marketing
Kata Kunci : airline tangible, terminal tangible, personnel quality, empathy, airline image, customer satisfactio
Status Posting : Published
Status : Lengkap
File Repositori
| No. | Nama File | Hal. | Link |
|---|---|---|---|
| 1. | 2024_TA_SMJ_022002001017_Halaman-Judul.pdf | 12 | |
| 2. | 2024_TA_SMJ_022002001017_Lembar-Pengesahan.pdf | 5 | |
| 3. | 2024_TA_SMJ_022002001017_Bab-1-Pendahuluan.pdf | 10 | |
| 4. | 2024_TA_SMJ_022002001017_Bab-2-Tinjauan-Pustaka.pdf | 26 |
|
| 5. | 2024_TA_SMJ_022002001017_Bab-3-Metode-Penelitian.pdf | 28 |
|
| 6. | 2024_TA_SMJ_022002001017_Bab-4-Hasil-dan-Pembahasan.pdf | 13 |
|
| 7. | 2024_TA_SMJ_022002001017_Bab-5-Kesimpulan.pdf | 6 | |
| 8. | 2024_TA_SMJ_022002001017_Daftar-Pustaka.pdf | 3 | |
| 9. | 2024_TA_SMJ_022002001017_Lampiran.pdf | 18 |
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T Tujuan penelitian ini untuk menganalisa pengaruh Airline Tangible, Terminal Tangible, Personnel Quality, Empathy, Airline Image terhadap Customer satisfaction dan pengaruh Customer satisfaction terhadap Customer Loyalty. Teknik pengambilan sampel yang digunakan adalah “purposive sampling†dengan kriteria khusus yaitu individu yang pernah menggunakan layanan maskapai penerbangan Indonesia. Penelitian ini menggunakan data primer melalui penyebaran kuesioner kepada 200 responden. Data dalam penelitian ini dianalisis menggunakan metode SEM dijalankan oleh program AMOS. Hasil dari penelitian ini: (1) Airline Tangible memiliki pengaruh positif terhadap Customer Satisfaction, (2) Terminal Tangible memiliki pengaruh positif terhadap Customer Satisfaction, (3) Personnel Quality memiliki pengaruh positif terhadap Customer Satisfaction, (4) Empathy memiliki pengaruh positif terhadap Customer Satisfaction, (5) Airline Image memiliki pengaruh positif terhadap Customer Satisfaction, (6) Customer Satisfaction memiliki pengaruh positif terhadap Customer Loyalty.
T The purpose of this research is to analyze the influence of Airline Tangible, Terminal Tangible, Personnel Quality, Empathy, Airline Image on Customer satisfaction and the influence of Customer satisfaction on Customer Loyalty. The sampling technique used was "purposive sampling" with special criteria, namely individuals who had used Indonesian airline services. This research uses primary data by distributing questionnaires to 200 respondents. The data in this study were analyzed using the SEM method run by the AMOS program. The results of this research: (1) Airline Tangible has a positive influence on Customer Satisfaction, (2) Terminal Tangible has a positive influence on Customer Satisfaction, (3) Personnel Quality has a positive influence on Customer Satisfaction, (4) Empathy has a positive influence on Customer Satisfaction, (5) Airline Image has a positive influence on Customer Satisfaction, (6) Customer Satisfaction has a positive influence on Customer Loyalty.
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