PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS PENUMPANG MELALUI KEPUASAN SEBAGAI VARIABEL INTERVENING (STUDI KASUS PADA PENUMPANG DOMESTIC MASKAPAI LION AIR DI BANDAR UDARA INTERNASIONAL ADISUTJIPTO)

GALIH KUSUMA, DAMARENDRA (2018) PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS PENUMPANG MELALUI KEPUASAN SEBAGAI VARIABEL INTERVENING (STUDI KASUS PADA PENUMPANG DOMESTIC MASKAPAI LION AIR DI BANDAR UDARA INTERNASIONAL ADISUTJIPTO). Skripsi thesis, Institut Teknologi Dirgantara Adisutjipto.

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Abstract

In the midst of increasingly fierce competition between airlines, many of the efforts made by airlines to improve the quality of their services are no exception to Lion Air. From sources obtained from Lion Air, they often experience a decline in the quality of their services. The purpose of this study was to determine how much influence the quality of service on the loyalty of Lion Air passengers. By knowing the influence of service quality on passenger loyalty through satisfaction as an intervening variable, Lion Air can continue to improve its services. This study uses structural equation modeling method with AMOS 22 software. The data in this study using primary data obtained from questionnaires and using a sample of 120 samples. From the results of the questionnaire, the data was processed using the structural equation modeling method. all valid data and service quality reability value of 0.9553, passenger satisfaction 0.8422, loyalty 0.8185. Service quality has a positive effect on satisfaction with the standardized regression weight coefficient of 0.667 and C.R 6.902. Passenger satisfaction has a positive effect on passenger loyalty with a standardized regression weight coefficient of 0.715 and a C.R value of 5,509. Service quality has a positive effect on passenger loyalty through satisfaction as an intervening variable with a direct effect value of 0.269 < indirect effect 0.553.

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