PENGARUH BRAND TRUST DAN KUALITAS LAYANAN TERHADAP LOYALITAS PELANGGAN DENGAN KEPUASAN PELANGGAN SEBAGAI INTERVENING (SURVEI PADA PELANGGAN LION AIR DI TERMINAL 1A BANDARA SOEKARNO HATTA)

Astri, Maudy (2017) PENGARUH BRAND TRUST DAN KUALITAS LAYANAN TERHADAP LOYALITAS PELANGGAN DENGAN KEPUASAN PELANGGAN SEBAGAI INTERVENING (SURVEI PADA PELANGGAN LION AIR DI TERMINAL 1A BANDARA SOEKARNO HATTA). S1 thesis, Universitas Negeri Jakarta.

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Abstract

Maudy Astri, 2017; The Effect of Brand Trust and Service Quality on Customer Loyalty with Customer Satisfaction as Intervening (Survey on Lion Air Customers at Shuttle 1A Soekarno Hatta Airport). Skripsi, Jakarta: Marketing Management Concentration, Management Study Program, Department of Management, Faculty of Economics, State University of Jakarta. Advisory: Dr. Mohamad Rizan SE, MM & Agung Kresnamurti Rivai P SE, MM. The purpose of this research are: 1) To determine whether brand trust affect to customer satisfaction on Lion Air. 2) To determine whether brand trust affect to customer loyalty on Lion Air. 3) To determine whether service quality affect to customer satisfaction. 4) To determine whether service quality affect to customer loyalty. 5) To determine whether customer satisfaction affect to customer loyalty on Lion Air. 6) To determine whether brand trust affect customer loyalty through customer satisfaction as intervening. 7) To determine whether service quality affect customer loyalty through customer satisfaction as intervening. In order to collecting data, this study using survey with questionnaire as it’s instrument. Object of this study is 250 respondents who used Lion Air at least >3 in 6 last month. To analyze and process the data, this study use Lisrel and SPSS Ver.24. Keywords: Brand Trust, Service Quality, Customer Satisfaction, Customer Loyalty,Airlines Industry, Lion Air Indonesia.

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