Analisis pengaruh company reputation dan overall satisfaction terhadap repurchase intention melalui variabel consumer trust, consumer company identification dan consumer commitment terhadap pelanggan maskapai penerbangan garuda indonesia di Surabaya

Audinata, Arnoldus Gede Reza (2017) Analisis pengaruh company reputation dan overall satisfaction terhadap repurchase intention melalui variabel consumer trust, consumer company identification dan consumer commitment terhadap pelanggan maskapai penerbangan garuda indonesia di Surabaya. Bachelor thesis, Universitas Pelita Harapan Surabaya.

	Text (Title.pdf) SAMPUL.pdf Restricted to Repository staff only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (3MB)
Preview	Text (Abstract.pdf) ABSTRAK.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (292kB) | Preview
Preview	Text (Chapter1.pdf) BAB I.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (469kB) | Preview
	Text (Chapter2.pdf) BAB II.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (361kB)
	Text (Chapter3.pdf) BAB III.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (515kB)
	Text (Chapter4.pdf) BAB IV.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (1MB)
	Text (Chapter5.pdf) Penutup.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (221kB)
Preview	Text (Bibliography.pdf) Daftar Pustaka.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (146kB) | Preview
	Text (Appendices.pdf) Lampiran.pdf Restricted to Repository staff only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (1MB)

Abstract

Perkembangan transportasi masa kini sangatlah pesat, seiring juga dengan kebutuhan manusia untuk berpindah-pindah dengan cepat dari suatu tempat ketempat lainnya dengan jarak yang jauh. Hal tersebut yang mendukung untuk dilakukannya inovasi dan perkembangan dalam hal transportasi agar kebutuhan dapat terpenuhi. Jaman sekarang untuk bepergian jarak jauh seperti antar daerah yang berbeda pulau atau pun berpergian antar negara dapat ditempuh dengan cepat yaitu dengan menggunakan pesawat terbang. Di Indonesia kegunaan transportasi udara sangatlah penting karena Indonesia merupakan negara kepulauan yang dapat dengan mudan ketika menggunakan transportasi udara untuk berpindah dari daerah atau pulau yang lain ke yang lain. Maka dari itu perkembangan transportasi udara di Indonesia sangatlah pesat, dapat dilihat dari munculnya berbagai perusahaan penerbangan di Indonesia. Salah satu perusahaan penyedia jasa penerbangan terbesar dan nomer satu di Indoneisa adalah Garuda Indonesia, hal ini juga karena Garuda Indonesia meruapakan perusahaan milik negara. Salah satu keunggulan Garuda Indonesia yaitu memberikan pengalaman merasakan kebudayaan Indonesia pada setiap penerbangannya yang disebut juga dengan Garuda Experience. Penelitian ini ditujukan untuk menganalisa pengaruh Company Reputation dan Overall Satisfaction terhadap Repurchase Intention melalui variabel Consumer Trust, Consumer Company Identification dan Consumer Commitment terhadap pelanggan maskapai penerbangan Garuda Indonesia di Surabaya. Dengan menggunakan pendekatan kuantitatif dengan teknik analisis Structural Equation Model (SEM) dan software AMOS 24.0. Kuesioner disebarkan kepada 130 responden sebagai sampel dimana karakteristik responden yakni terdiri dari pria dan wanita pada rentang usia 18-60 tahun, konsumen yang berdomisili di Surabaya, sudah pernah menggunakan jasa penerbangan Garuda Indonesia dalam enam bulan terakhir. Hasil penelitian menunjukkan bahwa variabel Consumer Trust berpengaruh positif signifikan terhadap Consumer Commitment pada pelanggan Garuda Indonesia dengan koefisien regresi sebesar 0.608, variabel Consumer Company Identification berpengaruh positif signifikan terhadap Consumer Commitment pada pelanggan Garuda Indonesia dengan koefisien regresi sebesar 0.233, variabel Company Reputation berpengaruh positif signifikan terhadap Consumer Trust pada pelanggan Garuda Indonesia dengan koefisien regresi sebesar 0.238, variabel Company Reputation berpengaruh positif signifikan terhadap Consumer Company Identification pada pelanggan Garuda Indonesia dengan koefisien regresi sebesar 0.553, variabel Overall Satisfaction berpengaruh positif tidak signifikan terhadap Consumer Commitment pada pelanggan Garuda Indonesia dengan koefisien regresi sebesar 0.022, variabel Overall Satisfaction berpengaruh positif signifikan terhadap Consumer Trust pada pelanggan Garuda Indonesia dengan koefisien regresi sebesar 0.56, Variabel Consumer Commitment berpengaruh positif signifikan terhadap Repurchase Intention pada pelanggan Garuda Indonesia dengan koefisien regresi sebesar 0.764 dan variabel Overall Satisfaction berpengaruh positif tidak signifikan terhadap Repurchase Intention pada pelanggan Garuda Indonesia dengan koefisien regresi sebesar 0.098. Kata kunci : Company Reputation, Overall Satisfaction, Consumer Trust, Consumer Company Identification, Consumer Commitment, Repurchase Intention / The development of modern transportation is very rapid, along with the human need to move quickly from one place to another with a great distance. It is in support of innovation and development in terms of transportation so that needs can be met. Nowadays to travel long distances such as between different regions of the island or travel between countries can be reached quickly by using an airplane. In Indonesia the use of air transportation is very important because Indonesia is an archipelago country that can be mudan when using air transport to move from another region or island to another. Therefore the development of air transportation in Indonesia is very rapid, can be seen from the emergence of various airlines in Indonesia. One of the largest and number one airline service provider in Indonesia is Garuda Indonesia, it is also because Garuda Indonesia is a state-owned company. One of the advantages of Garuda Indonesia is to give experience to feel the culture of Indonesia in every flight that is also called GarudaExperience. This study aims to analyze the influence of Company Reputation and Overall Satisfaction on Repurchase Intention through Consumer Trust Identification, Consumer Company Identification and Consumer Commitment to Garuda Indonesia airline customers in Surabaya. Using a quantitative approach with Structural Equation Model (SEM) and AMOS 24.0 software. Questionnaires were distributed to 130 respondents as a sample in which respondent characteristics consisted of male and female in the age range 18-60 years old, consumers domiciled in Surabaya, have been using Garuda Indonesia flight service in the last sixmonths. The result of the research shows that Consumer Trust variables have a significant positive effect on Consumer Commitment on Garuda Indonesia customers with regression coefficient of 0608, Consumer Company Identification variable has a significant positive effect on Consumer Commitment on Garuda Indonesia customer with regression coefficient of 0.233, Company Reputation variable has positive significant Consumer Trust on Garuda Indonesia customers with regression coefficient of 0.238, Company Reputation variables have a significant positive effect on Consumer Company Identification on Garuda Indonesia customers with 0.553 regression coefficient, Overall Satisfaction variable has no significant positive effect on Consumer Commitment on Garuda Indonesia customer with regression coefficient equal to 0.022, variable of Satisfaction Satisfaction have a significant positive effect to Consumer Trust in Garuda Indonesia customer with regression coefficient Of 0.56, Consumer Commitment Variable has a significant positive effect on Repurchase Intention on Garuda Indonesia customer with regression coefficient of 0.764 and variable of Satisfaction Satisfaction have no significant positive effect on Repurchase Intention on Garuda Indonesia customer with regression coefficient of 0.098

Actions (login required)

View Item