Purba, Revail Edianto (2024) Analisis pengaruh airline brand image, airline trust, service quality dan price fairness terhadap air-line loyalty dengan passenger satisfaction sebagai mediasi di pt. citilink indonesia. Masters thesis, Universitas Pelita Harapan.
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Abstract
Transportasi memegang peranan penting dalam pertumbuhan perekonomian khususnya perkotaan. Dengan luasnya negara Indonesia dan banyaknya pulau serta pembangunan yang ada, menjadikan transportasi udara sebagai salah satu transportasi utama sehingga menciptakan persaingan yang kompetitif bagi para maskapai yang kemudian memicu upaya agar loyalitas penumpang dapat terjaga. Penelitian ini bertujuan untuk menguji pengaruh dari airline brand image, airline trust, service quality, price fairness dan passanger satisfaction terhadap airline loyalty pada salah satu maskapai Citilink Indonesia. Penelitian ini dilakukan secara kuantitatif terhadap 238 responden yang berdomisili di Jabodetabek, Indonesia. Hasil pada penelitian ini menunjukkan bahwa trust, service quality dan satisfaction memiliki pengaruh signifikan terhadap airline loyalty sedangkan brand image tidak memiliki pengaruh signifikan terhadap airline loyalty, selain itu brand image, trust dan service quality juga memiliki pengaruh signifikan terhadap satisfaction pada penumpang Citilink di Jabodetabek./Transportation plays an important role in economic growth, especially in urban areas. With the vastness of Indonesia and the many islands and existing developments, air transportation has become one of the main transportations, creating competitive competition for airlines which then triggers efforts to maintain passenger loyalty. This study aims to examine the effect of airline brand image, airline trust, service quality, price fairness and passanger satisfaction on airline loyalty of the Citilink Indoesia. This study was conducted quantitatively on 238 respondents domiciled in Jabodetabek, Indonesia. The results of this study indicate that trust, service quality and satisfaction have a significant effect on airline loyalty while brand image does not have a significant effect on airline loyalty, in addition brand image, trust and service quality also have a significant effect on satisfaction of Citlink passengers in Jabodetabek.
Item Type: | Thesis (Masters) |
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Creators: | Creators NIM Email ORCID Purba, Revail Edianto NIM01619220102 01619220102@student.uph.edu UNSPECIFIED |
Contributors: | Contribution Contributors NIDN/NIDK Email Thesis advisor Ginting, Ari Mulianta NIDN8877820016 ari.ginting@lecturer.uph.edu |
Uncontrolled Keywords: | irline Brand Image ; Airline Trust ; Service Quality ; Price Fairness ; Satisfaction ; Airline Loyalty |
Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management |
Divisions: | University Subject > Current > Faculty/School - UPH Karawaci > Business School > Master of Management Current > Faculty/School - UPH Karawaci > Business School > Master of Management |
Depositing User: | Revail Edianto Purba |
Date Deposited: | 03 Aug 2024 05:20 |
Last Modified: | 03 Aug 2024 05:20 |
URI: | http://repository.uph.edu/id/eprint/64571 |