PENGARUH KUALITAS PELAYANAN DAN HARGA TERHADAP KEPERCAYAAN SERTA DAMPAKNYA PADA LOYALITAS PELANGGAN MASKAPAI PENERBANGAN BERTARIF RENDAH INDONESIA AIRASIA

SETYANINGSIH, RESTU (2016) PENGARUH KUALITAS PELAYANAN DAN HARGA TERHADAP KEPERCAYAAN SERTA DAMPAKNYA PADA LOYALITAS PELANGGAN MASKAPAI PENERBANGAN BERTARIF RENDAH INDONESIA AIRASIA. S1 thesis, Universitas Negeri Jakarta.

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Abstract

ABSTRACT RESTU SETYANINGSIH. The Influence of Service Quality and Price Toward Trust and Its Impact on Customer Loyalty of Low Cost Carrier Indonesia AirAsia. Concentration in Marketing, Management Study Program, Department of Management, Faculty of Economics, State University of Jakarta. 2016. This study was conducted to determine the descriptive and empirical impact of service quality and price on customer loyalty by the trust as a mediator variable. The object of this research was 200 respondents who have ever used the service of Indonesia AirAsia at least two times in Jakarta. Methods of data collection using survey methods. Data analysis using SPSS version 22 and SEM (Structural Equation Model) of a statistical package LISREL 8.7 to process and analyze the research data. The results of descriptive test explained that the service quality and price provided is good according to the customer, so that the customer is believe and tend to be a loyal customer of Indonesia AirAsia. The hypothesis test shows; (1) price has positive and significant effect on customer loyalty, but positive effect is insignificant on service quality to customer loyalty; (2) service quality and price has positive and significant effect on trust; (3) trust has positive and significant effect on customer loyalty; (4) service quality and price has positive and significant effect on customer loyalty through trust as mediating variable. Keywords: service quality, price, trust, customer loyalty

Item Type: Thesis (S1)
Additional Information: Pembimbing I: Dr. Mohamad Rizan, SE, MM ., Pembimbing II: Dra. Basrah Saidani, M.Si
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)
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)
Divisions: Fakultas Ekonomi > S1 Manajemen
Depositing User: Budi Siswanto
Date Deposited: 17 Jan 2018 03:15
Last Modified: 17 Jan 2018 03:15
URI: http://repository.fe.unj.ac.id/id/eprint/2575

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