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 | 6 | |
| 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 |
|
T ujuan 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 he 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.
Pengaruh corporate social responsibility terhadap customer loyalty melalui corporate image dan customer satisfaction
FEB - Usakti
Pengaruh service quality terhadap customer loyalty yang dimediasi customer satisfaction di e-commerce.
FEB - Usakti
Pengaruh customer satisfaction, brand image dan brand love terhadap brand loyalty restoran fast food di jakarta
FEB - Usakti
Pengaruh service quality, perceived value, storeatmosphere terhadap customer satisfaction danpurchase intention
FEB - Usakti
Hubungan service quality, utilitarian value, hedonic value, customer satisfaction dan word-of-mouth intention
FEB - Usakti
Pengaruh interactional fairness terhadap customer satisfaction dan behavioral intention
FEB - Usakti
Analisis pengaruh kualitas jasa terhadap kepuasan pelanggan pada maskapai penerbangan Riau Airlines
FEB - Usakti
Pengaruh harga, aneka ragam produk, kualitas, dan pelayanan karyawan terhadap kepuasan toko
FEB - Usakti
Pengaruh karakteristik lingkungan pembelian terhadap loyalitas pelanggan melalui kepuasaan pelanggan
FEB - Usakti
Pengaruh customer perceived value dan customer satisfaction terhadap behavioral intention
FEB - Usakti
Pengaruh propensity to trust, satisfaction, perceived quality terhadap loyalty melalui trust
FEB - Usakti
Antecedents dari repurchase intention, word-of-mouth dan feedback pada industri penerbangan low cost carrier
FEB - Usakti
Pengaruh kecerdasan emosional terhadap tingkatan pemahaman akuntansi dimoderasi oleh kepercayaan diri
FEB - Usakti
Pengaruh customer satisfaction, inertia dan zone of tolerance terhadap customer loyalty
FEB - Usakti
Hubungan jenis transaksi pembayaran dengan kepuasan pelanggan online pada sub forum komunitas otomotif www.kaskus.us
FEB - Usakti
Hubungan mutu pelayanan kesehatan gigi dengan tingkat kepusaan pasien (Laporan penelitian)
FKG - Usakti
Pengaruh relationship marketing orientation terhadap customer satisfaction pada produk home and personal care
FEB - Usakti
Pengaruh PAKSERV terhadap customer satisfaction dan dampaknya terhadap customer loyalty ada Bank Syariah di DKI
FEB - Usakti
Pengaruh service quality terhadap customer loyalty melalui customer satisfaction (dalam konteks m-Banking)
FEB - Usakti
Pengaruh customer satisfaction dan brand image terhadap switching Cost serta dampaknya terhadap customer loyalty
FEB - Usakti
Pengaruh kualitas layanan terhadap kepuasan nasabah perbankan yang terdaftardi LQ 45 periode 2014 – 2016
FEB - Usakti
Pengaruh hotel website quality terhadap customer satisfaction dan purchase intention melalui perceived flow
FEB - Usakti
Pengaruh kualitas pelayanan kesehatan gigi mulut terhadap persepsi kepuasan pelanggan (laporan penelitian)
FKG - Usakti
Rancangan strategi pada Kopi Mereka dengan pendekatan Model Kano dan Blue Ocean Strategy
FTI - Usakti
Pengaruh hotel website quality, perceived flow dan customer satisfaction terhadap purchase intention
FEB - Usakti
Pengaruh kualitas layanan terhadap kepercayaan dan kesetiaan konsumen di mediasi oleh kepuasan konsumen
FEB - Usakti
Pengaruh perceived usability dan perceived usefulness terhadap customer satisfaction di online Travel service
FEB - Usakti
Info Koleksi Skripsi
Universitas
Fakultas
- FH (1597)
- FEB (7357)
- FK (2156)
- FKG (3532)
- FTSP (1168)
- FTI (3223)
- FTKE (2524)
- FALTL (2097)
- FSRD (758)