The Influence price, service quality, customer satisfaction and image on customer loyalty on the Lion Air Indonesia airline

Dotulong, Violinne Antonetha and Andajani, Erna and Rahayu, Siti (2021) The Influence price, service quality, customer satisfaction and image on customer loyalty on the Lion Air Indonesia airline. In: The 18th International Annual Symposium on Management (INSYMA), May 27, 2021, Zoom.

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Abstract

This study aims to determine and analyze the effect of price, service quality, customer satisfaction, and image on customer loyalty with the research object of Lion Air in Indonesia. The type of research is basic research that used 5 variables, that is price, service quality, customer satisfaction, image, and customer loyalty. In this study using primary data by distributing questionnaires online. The sample used in this study were 250 re-spondents. While the data processing method in this study uses the IBM SPSS and AMOS 22.0 software to per-form model tests (measurement models and structural models) and hypothesis testing. The results of this study indicate that price and service quality have a positive and significant effect on customer satisfaction. Customer satisfaction has a positive and significant effect on image. Meanwhile, customer satisfaction and image have no effect on customer loyalty. Service quality has a positive and significant effect on customer loyalty.

Item Type: Conference or Workshop Item (Paper)
Uncontrolled Keywords: price, service quality, customer satisfaction, image, customer loyalty
Subjects: H Social Sciences > H Social Sciences (General)
H Social Sciences > HF Commerce
Divisions: Faculty of Business and Economic > Department of Management
Depositing User: Erna Andajani 31137
Date Deposited: 29 Apr 2021 04:35
Last Modified: 10 May 2021 07:03
URI: http://repository.ubaya.ac.id/id/eprint/39427

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