PENGARUH KUALITAS LAYANAN TERHADAP LOYALITAS PELANGGAN PADA MASKAPAI LION AIR JAKARTA

Intan, Fauziah (2022) PENGARUH KUALITAS LAYANAN TERHADAP LOYALITAS PELANGGAN PADA MASKAPAI LION AIR JAKARTA. D4 thesis, Poltekpar NHI Bandung.

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Abstract

This study was conducted to determine the effect of independent variable, service quality, using the AIRQUAL model, which consists of five dimensions (Airline Tangible, Terminal Tangible, Personnel Service, Empathy, and Airline Image) on dependent variable, customer loyalty, which consists of two dimensions (attitudinal loyalty and behavioral loyalty) on Lion Air Jakarta Airlines. This study implements descriptive quantitative methods, and questionnaires are distributed as a means of collecting data from respondents. The sample of this research consists of customers who have used the services of Lion Air Airlines at least twice in the period from 2020 to 2022 with Soekarno-Hatta as arrival and departure airports. A total of 96 respondents participated in this study after going through the data checking stage. The data that has been collected then processed using a simple linear regression method using the SPSS 25 software program. Based on the results of data analysis, it can be concluded that service quality has an effect of 39.9% on customer loyalty.

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