Analisis pengaruh pre-flight service quality, inflight service quality, dan post-flight service quality terhadap passenger loyalty melalui passenger satisfaction singapore airlines di Surabaya

Estrellita, Gracelyn (2019) Analisis pengaruh pre-flight service quality, inflight service quality, dan post-flight service quality terhadap passenger loyalty melalui passenger satisfaction singapore airlines di Surabaya. Bachelor thesis, Universtitas Pelita Harapan.

	Text (Title.pdf) SAMPUL.pdf Restricted to Repository staff only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (1MB)
Preview	Text (Abstract.pdf) Abstrak.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (185kB) | Preview
Preview	Text (Chapter1.pdf) Bab-1.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (630kB) | Preview
	Text (Chapter2.pdf) Bab-2.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (370kB)
	Text (Chapter3.pdf) Bab-3.pdf Restricted to Registered users only Download (670kB)
	Text (Chapter4.pdf) Bab-4.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (1MB)
	Text (Chapter4.pdf) Penutup.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (346kB)
Preview	Text (Bibliography.pdf) Pustaka.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (407kB) | Preview
	Text (Appendices.pdf) Lampiran.pdf Restricted to Repository staff only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (724kB)

Abstract

Industri transportasi udara semakin dihadapkan dengan dunia persaingan yang ketat. Hal tersebut mengakibatkan perusahaan-perusahaan yang bergerak dalam industri penerbangan dan pariwisata melakukan berbagai cara untuk dapat menarik perhatian konsumen atau bahkan mempertahankan konsumen. Salah satu perusahaan yang bergerak dalam bidang penerbangan adalah Singapore Airlines. Singapore Airlines terus berusaha dalam meningkatkan kualitas pelayanan kepada konsumen, sehingga dengan adanya peningkatan pelayanan Singapore Airlines berharap hal tersebut dapat menarik perhatian konsumen terhadap Singapore Airlines dan bahkan mempertahankan loyalitas pelanggan Singapore Airlines. Penelitian ini bertujuan untuk menganalisa pengaruh Service Quality yang terbagi menjadi pre-flight service quality, in-flight service quality dan post-flight service quality terhadap passenger loyalty melalui passenger satisfaction dari pelanggan maskapai Singapore Airlines di Surabaya. Sampel yang digunakan dalam penelitian ini yaitu berdasarkan data yang diperoleh dari 105 responden yang berjenis kelamin laki-laki dan perempuan, penumpang dewasa yang berdomisili di Surabaya, dan telah melakukan penerbangan dengan Singapore Airlines sebanyak 2 kali dalam dua tahun terakhir. Penelitian ini menggunakan pendekatan kuantitatif dengan teknik analisis SEM (Structural Equation Model) dan software AMOS 22.0 untuk pengolahan dan penganalisaan data. Hasil penelitian menunjukkan bahwa variabel pre-flight service quality berpengaruh terhadap variabel passenger satisfaction dengan koefisien regresi sebesar, antara variabel in-flight service quality dan variabel passenger satisfaction memiliki koefisien regresi sebesar, variabel post-flight service quality berpengaruh terhadap variabel passenger satisfaction dengan koefisien regresi sebesar, dan variabel passenger satisfaction dan variabel passenger loyalty memiliki koefisien regresi sebesar / The air transportation industry is increasingly faced with a world of intense competition. This resulted in companies engaged in the aviation and tourism industries doing various ways to be able to attract consumers' attention or even retain consumers. One of the companies engaged in aviation is Singapore Airlines. Singapore Airlines continues to strive to improve the quality of service to consumers, so that with the increase in services Singapore Airlines hopes that this can attract consumer attention to Singapore Airlines and even maintain the loyalty of Singapore Airlines customers. This study aims to analyze the influence of service quality which is divided into pre-flight service quality, in-flight service quality and post-flight service quality on passenger loyalty through passenger satisfaction from Singapore Airlines customers in Surabaya. The sample used in this study is based on data obtained from 105 male and female respondents, adult passengers who are domiciled in Surabaya, and have made flights with Singapore Airlines twice in the past two years. This research uses a quantitative approach with SEM (Structural Equation Model) analysis techniques and AMOS 22.0 software for processing and analyzing data

Actions (login required)

View Item