Bryan, Bryan and Lumentut, Reynold Theodorus and Wirjono, Vincent Gunawan (2019) The effect of service quality and satisfaction on customer loyalty Garuda Indonesia in Jakarta. Bachelor thesis, Universitas Pelita Harapan.
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Abstract
In the past few years airlines in Indonesia is growing very rapidly, it can be seen from the increasing number of new airline companies due to increase in people using airlines however there are a decrease in Garuda Indonesia Customer that’s why the author decide to make this research. This research is to investigate The effect of service quality and satisfaction on customer loyalty Garuda Indonesia in Jakarta. This Research used Quantitative method was conducted on a criteria of the domestic and foreign customer with a minimum age of 18 year use the services of Garuda Indonesia in Jakarta with a minimum of three (3) times in the past year. by using questionnaire as the data. The number of samples that has been obtained in this research is 30 respondents for the pre-test and 100 respondents for the actual data. The tools used in data processing is PLS-SEM SmartPLS 3.2.8 and the result of the research state that Service Quality has a positive effect on Customer Satisfaction, Service Quality has no significant value on Customer Loyalty, Customer Satisfaction has a positive effect on Customer loyalty.
| Item Type: | Thesis (Bachelor) | ||||||||||||
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| Uncontrolled Keywords: | service quality; satisfaction; customer loyalty | ||||||||||||
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management | ||||||||||||
| Divisions: | University Subject > Current > Faculty/School - UPH Karawaci > Business School > Management Current > Faculty/School - UPH Karawaci > Business School > Management |
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| Depositing User: | Users 1494 not found. | ||||||||||||
| Date Deposited: | 30 Jan 2020 08:09 | ||||||||||||
| Last Modified: | 20 Apr 2020 12:45 | ||||||||||||
| URI: | http://repository.uph.edu/id/eprint/6485 |
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