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PENGARUH KUALITAS PELAYANAN, INOVASI DAN CITRA PERUSAHAAN TERHADAP KEPUASAN DAN LOYALITAS PELANGGAN LION AIR DI SURABAYA

KHILMI, MOHAMAD (2013) PENGARUH KUALITAS PELAYANAN, INOVASI DAN CITRA PERUSAHAAN TERHADAP KEPUASAN DAN LOYALITAS PELANGGAN LION AIR DI SURABAYA. Undergraduate thesis, STIE PERBANAS SURABAYA.

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ARTIKEL ILMIAH.pdf

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COVER.pdf

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Abstract

The purpose of this study is to explore the effects of service quality, innovation and corporate image on customer’s satisfaction and loyalty of Lion Air in Surabaya. After reviewing the literatures, the structural equation modeling (SEM) was conducted to test the research model. The data was collected from Lion Air’ customers by the questionnaire at Juanda International Airport, Lion Air counter and custumer who never use the services of the airline Lion Air in Surabaya. The results show that customer satisfaction has a statistical on customers loyalty, and service quality have a positive effect on customer satisfaction respectively. But having an insignificant positive innovation to customer satisfaction and corporate image significant negative effect. Keywords- Service quality, innovation, corporate image, satisfaction, loyalty

Item Type: Thesis (Undergraduate)
Subjects: 600 - TECHNOLOGY > 658 - GENERAL MANAGEMENT > 658.8 - MANAGEMENT OF MARKETING
Divisions: Bachelor of Management
Depositing User: Perpustakaan Universitas Hayam Wuruk Perbanas Surabaya
Date Deposited: 16 May 2017 04:12
Last Modified: 16 May 2017 04:12
URI: http://eprints.perbanas.ac.id/id/eprint/1262

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