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UEU » Undergraduate Theses » Manajemen Posted by [email protected] at 27/07/2018 14:31:49 • 392 Views
PENGARUH PERCEIVED SERVICE QUALITY, PERCEIVED VALUE, DAN SATISFACTION TERHADAP CUSTOMER LOYALTY PADA MASKAPAI PENERBANGAN DOMESTIK SRIWIJAYA AIR BANDARA SOEKARNO HATTACreated by :
RIKI FERDIYANTO ( 201111220 )
Subject: | PELAYANAN PELANGGAN MASKAPAI | Alt. Subject : | SERVICES CUSTOMERS MASSACTS | Keyword: | perceived service quality perceived value satisfaction customer loyalty |
Description:
Pada penelitian ini dilakukan dengan cara menyebarkan kuesioner sebanyak 30 responden kepada pelanggan yang pernah merasakan kualitas layanan Sriwijaya Air lebih dari 3 kali untuk melakukan analisis uji validitas dan reliabilitas. Data-data yang telah memenuhi uji validitas dan reliabilitas maka dilakukan analisis lebih lanjut dengan menyebarkan kuesioner kembali sebanyak 155 sebagai responden. Adapun metode yang digunakan dalam pengambilan sampel ini adalah dengan menggunakan Quota Sampling, metode analisis data yang digunakan adalah SEM (Structural Equation Modeling) dengan menggunakan bantuan SPSS AMOS 2.1.
Hasil analisis didapat bahwa 5 hipotesis yang diterima. Hipotesis yang diterima secara parsial yaitu Perceived Service Quality memiliki pengaruh terhadap Satisfaction, dan Perceived Value memiliki pengaruh terhadap Satisfaction, Perceived Service Quality, Perceived Value dan Satisfaction mempengaruhi Customer Loyalty.
Date Create | : | 27/07/2018 | Type | : | Text | Format | : | PDF | Language | : | Indonesian | Identifier | : | UEU-Undergraduate-201111220 | Collection ID | : | 201111220 |
Source : Undergraduate Theses of Management
Relation Collection: Fakultas Ekonomi dan Bisnis
Coverage : Civitas Akademika Universitas Esa Unggul
Rights : @perpustakaan Universitas Esa Unggul 2018
Publication URL : https://digilib.esaunggul.ac.id/pengaruh-perceived-service-quality-perceived-value-dan-satisfaction-terhadap-customer-loyalty-pada-maskapai-penerbangan-domestik-sriwijaya-air-bandara-soekarno-hatta-11029.html
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