PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN MELALUI MEDIASI KEPUASAN PELANGGAN PADA MASKAPAI PENERBANGAN AIR ASIA INDONESIA
Daftar Isi:
- ABSTRACT Andrianto Prasetya Nugroho, 2015; The Influence of Service Quality Toward Customer Loyalty Through Customer Satisfaction as a Mediation of Air Asia Indonesia. Skripsi, Jakarta: Marketing Management Concentration, Management Study Program, Department of Management, Faculty of Economics, State University of Jakarta. Advisory: Setyo Ferry Wibowo SE, M.Si & Agung Kresnamurti RP, ST, MM The purpose of this research are: 1) To find out the description of service quality, customer satisfaction, and customer loyalty of Air Asia Indonesia airline, 2) test empirically the influence of service quality toward customer loyalty of Air Asia Indonesia airline, 3) test empirically the influence of service quality toward customer satisfaction of Air Asia Indonesia airline, 4) test empirically the influence of customer satisfaction toward customer loyalty of Air Asia Indonesia airline, 5) test empirically the influence of service quality toward customer loyalty through customer satifaction as a mediation of Air Asia Indonesia airline. The object of this research was 200 respondents who have ever used the service of Air Asia Indonesia at least 3 times in the last three years. The results of descriptive test explained that the service quality provided is good according to the customer, so that the customer is satisfied and tend to be a loyal customer of Air Asia Indonesia. The hypothesis test shows: 1) the influence of service quality toward customer loyalty by 54%, 2) the influence of service quality toward customer satisfaction by 35%, 3) the influence of customer satisfaction toward customer loyalty by 66%, 4) the influence of service quality toward customer loyalty through customer satisfaction as a mediation by 23%. Keywords: Service quality, customer satisfaction, customer loyalty, airline