PENGARUH KUALITAS PELAYANAN DAN TARIF TERHADAP CITRA MASKAPAI SERTA DAMPAKNYA PADA LOYALITAS PENUMPANG MASKAPAI PENERBANGAN BERTARIF RENDAH CITILINK INDONESIA

ASISI, FRANSISKUS (2016) PENGARUH KUALITAS PELAYANAN DAN TARIF TERHADAP CITRA MASKAPAI SERTA DAMPAKNYA PADA LOYALITAS PENUMPANG MASKAPAI PENERBANGAN BERTARIF RENDAH CITILINK INDONESIA. S1 thesis, Universitas Negeri Jakarta.

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Abstract

ABSTRACT Fransiskus Asisi I.D., 2016; The Effect of Service Quality and Tarif towards Airline Image and Its Impact on Passenger Loyalty of Low Cost Carriers Airline Citilink Indonesia, Jakarta: Concentration of Marketing Management, Study Program of Management, Department of Management, Faculty of Economics, State University of Jakarta. Advisory: Dr. Mohamad Rizan, MM & Andrian Haro, S.Si., MM. This study was conducted to determine the descriptive and empirical effect of service quality and tariFf on passenger loyalty by the airline image as a mediator variable. The respondent of this study is the passenger of Citilink Indonesia airline which at least has used its service twice. A total of 201 respondent data were collected through questionare using purposive sampling method. Analyzing method using Structural Equation Modelling (SEM) and helped by SPSS version 20 and Lisrel Version 8.7. The results of descriptive research describe that service quality and tariff of Citilink Indonesia has good enough and might create a good airline image, although it couldn’t form a loyalty yet. The result of hypothesis testing describes that service quality and tariff influence positive and significantly towards airline image. Airline image influence positive and significantly towards passenger loyalty. Service quality has direct and indirect positive and significant influence towards passenger loyalty. Tariff has no direct influence towards passenger loyalty, but it has indirect influence towards passenger loyalty through airline image. Keywords: service quality, tariff, price, corporate image, loyalty, airline

Item Type: Thesis (S1)
Additional Information: Pembimbing I: Dr. Mohamad Rizan, SE, MM ., Pembimbing II: Andrian Haro, S.Si, MM
Subjects: Teknologi dan Ilmu-Ilmu Terapan (Technology and Applied Science) > Manajemen (Management and Auxiliary Service) > Layanan Kantor (Office Services)
Teknologi dan Ilmu-Ilmu Terapan (Technology and Applied Science) > Manajemen (Management and Auxiliary Service) > Manajemen Umum (General Management) > Manajemen Kontrol dan Kualitas (Control and Quality Management)
Teknologi dan Ilmu-Ilmu Terapan (Technology and Applied Science) > Manajemen (Management and Auxiliary Service) > Hubungan Masyarakat (Public Relations)
Divisions: Fakultas Ekonomi > S1 Manajemen
Depositing User: Budi Siswanto
Date Deposited: 11 Jan 2018 07:09
Last Modified: 11 Jan 2018 07:09
URI: http://repository.fe.unj.ac.id/id/eprint/2501

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