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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 HATTA

Created by :
RIKI FERDIYANTO ( 201111220 )



SubjectPELAYANAN
PELANGGAN
MASKAPAI
Alt. Subject SERVICES
CUSTOMERS
MASSACTS
Keywordperceived 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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customer , customer loyalty , loyalty , perceived , perceived service quality , perceived value , quality , satisfaction , service , value



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