SILVIA, MELANI (2014) Pengaruh Service Quality Terhadap Customer Satisfaction da Behavioral Intention Pada Industri Penerbangan Low Cost Carrier Rute Dosmetik di Surabaya. [Undergraduate thesis]
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Abstract
The population in Indonesia continues to increase along with the increase in interest in traveling communities. The election of the most favorite tourist transport plane as , the number of middle class continues to grow, and the number of people who do not use the aircraft as a means of transport to make flying as a potential business. Central Bureau of Statistics data that shows the number of flights at home and abroad in Indonesia continues to increase the number of passengers in the next 5 years, with an increased cost in Indonesia is largely driven by low cost carriers (LCC). Amid LCC competition in the airline industry, airlines need to pay attention to the quality of services provided in order to survive. Some inventors have found that the quality of service that will drive customer satisfaction, customer satisfaction which will make customers do behavioral intention (word of mouth , repurchase intention, and feedback). The purpose of this study is to investigate and analyze the effect of service quality on customer satisfaction and customer behavioral intention on low cost carriers on the airlines Surabaya Indonesia. This study used a sample of 170 respondents of low cost carriers in Surabaya airlines ever fly domestic route in the last 6 months. In this study the data were processed using SPSS software and processing methods Structural Equation Model (SEM). The results of this study showed 5 out of 7 total hypothesis is accepted. The hypothesis is rejected is the positive influence of ground staff to customer satisfaction as well as the negative effect on customer satisfaction feedback. The relationship between ground staff on customer satisfaction is not proven because the variable has no significant effect. In the studies found a positive relationship between customer satisfaction to feedback.
| Item Type: | Undergraduate thesis |
|---|---|
| Uncontrolled Keywords: | perceived service quality, customer satisfaction, service loyalty variety seeking |
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management |
| Divisions: | Faculty of Business and Economic > Department of Management |
| Depositing User: | Sugiarto |
| Date Deposited: | 03 Nov 2014 09:21 |
| Last Modified: | 03 Nov 2014 09:21 |
| URI: | http://repository.ubaya.ac.id/id/eprint/21264 |
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