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.
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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
Item Type: | Thesis (Bachelor) |
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Creators: | Creators NIM Email ORCID Audinata, Arnoldus Gede Reza NIM01120140011 UNSPECIFIED UNSPECIFIED |
Contributors: | Contribution Contributors NIDN/NIDK Email Thesis advisor Ronald, Ronald UNSPECIFIED UNSPECIFIED Thesis advisor Amelia, Amelia UNSPECIFIED UNSPECIFIED |
Uncontrolled Keywords: | company reputation; overall satisfaction; consumer trust; consumer company identification; consumer commitment; repurchase intention |
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 |
Depositing User: | Rafael Rudy |
Date Deposited: | 12 Sep 2023 04:47 |
Last Modified: | 12 Sep 2023 04:47 |
URI: | http://repository.uph.edu/id/eprint/58153 |