PENGARUH KUALITAS LAYANAN, PERSEPSI KESELAMATAN DAN PROGRAM LOYALITAS TERHADAP KEPUASAN DAN LOYALITAS PENUMPANG MASKAPAI PENERBANGAN PADA STUDI KASUS BATIK AIR DI SURABAYA

Hardinawati, Ade Sukma (2018) PENGARUH KUALITAS LAYANAN, PERSEPSI KESELAMATAN DAN PROGRAM LOYALITAS TERHADAP KEPUASAN DAN LOYALITAS PENUMPANG MASKAPAI PENERBANGAN PADA STUDI KASUS BATIK AIR DI SURABAYA. Undergraduate thesis, STIE Perbanas Surabaya.

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Abstract

This research aims to identify the factors that make passenger loyal to Batik Air Indonesia arilines by investigating the impact of service quality and safety perception on customer satisfaction and how satisfaction and frequent flyer program (FFP) influence on customer loyalty. The perception of 85 Indonesian Batik Air Indonesia Airlines passanger especially on Surabaya City were used to examine the relationships among the constructs. The key finding was that service quality positively influenced customer satisfaction, and satisfaction was an important effect of costumer loyalty. The analysis also suggested that safety perception and FFP positively influence costumer loyalty and their relationship was significant. The main contribution of this research is the development of a costumer loyalty model for Batik Air Indonesia airlines. Knowledge of loyalty can help airline marketing managers in developing strategies for improving passenger load factors and profitability. Keywords : customer loyalty, satisfaction, service quality, safety perception, frequent flier programs.

Item Type: Thesis (Undergraduate)
Subjects: 600 - TECHNOLOGY > 658 - GENERAL MANAGEMENT > 658.8 - MANAGEMENT OF MARKETING
Divisions: Bachelor of Management
Depositing User: Perpustakaan STIE Perbanas Surabaya
Date Deposited: 13 Mar 2019 08:02
Last Modified: 13 Mar 2019 08:02
URI: http://eprints.perbanas.ac.id/id/eprint/4205

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