Samudera, Kefas Christy (2018) Analisis pengaruh service quality, consumer innovativeness dan service switching cost terhadap service loyalty melalui service satisfaction pada pengguna maskapai garuda indonesia di Surabaya. Bachelor thesis, Universitas Pelita Harapan Surabaya.
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Abstract
Pada masa kini transportasi udara sudah menjadi kebutuhan dasar setiap orang yang ingin melakukan perjalanan jauh maupun dekat, baik untuk business trip ataupun liburan, sehingga menyebabkan ketatnya persaingan antara maskapai satu dengan yang lainnya demi memberikan layanan terbaik kepada pelanggannya dan membuat tingginya mobilitas transportasi udara. PT. Garuda Indonesia merupakan maskapai yang sudah terkenal riwayat maupun reputasinya di kalangan perusahaan penerbangan, PT. Garuda Indonesia merupakan maskapai penerbangan Indoneisa yang memiliki konsep sebagai perusahaan penyedia layanan penerbangan maskapai dengan pelayanan penuh. Untuk dapat mempertahankan kualitasnya, PT. Garuda Indonesia perlu untuk mengadakan evaluasi dari pelanggan agar bisa memperbaiki kekurangan dan mengupgrade kualitas yang sudah dipertahankan agar kepuasan pelanggan tetap terjaga. Penelitian ini ditujukan untuk analisis pengaruh Service Quality, Consumer Inovativeness dan Service Switching Cost terhadap Service Loyalty melalui Service Satisfaction pada pengguna Maskapai Garuda Indonesia di Surabaya. Sampel yang digunakan dalam penelitian ini yaitu pada laki-laki dan perempuan yang menggunakan layanan Garuda Indonesia satu tahun terakhir, umur 18 – 60 tahun dan menggunakan 210 responden. Untuk pengolahan dan penganalisan data dalam penelitian ini yaitu dengan menggunakan AMOS 22.0 sebagai software untuk mengolah data / At present, air transportation has become the basic necessity of every person who wants to travel far or near, whether for business trip or leisure, thus causing tight competition between the airlines with each other in order to provide the best service to its customers and make the high mobility of air transportation. PT. Garuda Indonesia is a well-known airline of history and reputation among airlines, PT. Garuda Indonesia is an Indoneisa airline that has the concept of being a full service airline airline company. To be able to maintain its quality, PT. Garuda Indonesia needs to conduct an evaluation of its customers in order to improve deficiencies and upgrading the quality that has been maintained in order to keep customer satisfaction. This study is aimed at analyzing the influence of Service Quality, Consumer Inovativeness and Service Switching Cost on Service Loyalty through Service Satisfaction on Garuda Indonesia Airlines users in Surabaya. The sample used in this research is in men and women who use Garuda Indonesia service last year, age 18 - 60 years and using 210 respondents. For processing and analyzing data in this research is by using AMOS 22.0 as a software to process data
Item Type: | Thesis (Bachelor) | ||||||||||||
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Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management | ||||||||||||
Divisions: | University Subject > Current > Faculty/School - UPH Surabaya > Business School > Management Current > Faculty/School - UPH Surabaya > Business School > Management |
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Depositing User: | Rafael Rudy | ||||||||||||
Date Deposited: | 03 Jul 2023 07:39 | ||||||||||||
Last Modified: | 03 Jul 2023 07:39 | ||||||||||||
URI: | http://repository.uph.edu/id/eprint/56401 |
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