Pengaruh service quality, relational benefits, dan perceived value terhadap customer satisfaction dan customer behavioral intention pada penumpang Air Asia di Surabaya

Tjiputra, Gian Gondo (2016) Pengaruh service quality, relational benefits, dan perceived value terhadap customer satisfaction dan customer behavioral intention pada penumpang Air Asia di Surabaya. Undergraduate thesis, Widya Mandala Catholic University Surabaya.

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Abstract

Industri transportasi udara di Indonesia mengalami banyaknya perkembangan sehingga mengakibatkan bertambahnya jumlah maskapai penerbangan. Perkembangan ini menyebabkan persaingan yang semakin ketat dan mengharuskan perusahaan maskapai penerbangan untuk memberikan pelayanan terbaik agar konsumen merasa terpuaskan. Penelitian ini ingin mengetahui dan menjelaskan pengaruh service quality, relational benefits dan perceived value terhadap customer satisfaction dan customer behavioral intention pada Penumpang AirAsia di Surabaya. Teknik analisis data yang digunakan adalah SEM (Structural Equation Modelling) dan menggunakan program LISREL. Penelitian ini mengambil 150 responden sebagai sampelnya yang telah menggunakan maskapai penerbangan AirAsia minimal 3 kali selama 1 tahun, menetap di kota Surabaya dan berusia 17-50 tahun. Kesimpulannya adalah terbukti adanya pengaruh service quality, relational benefits dan perceived value terhadap customer satisfaction dan customer behavioral intention pada penumpang AirAsia di Surabaya.

Item Type: Thesis (Undergraduate)
Department: ["eprint_fieldopt_department_Faculty of Business" not defined]
Uncontrolled Keywords: Service Quality; Relational Benefits; Perceived Value; Customer Satisfaction; Customer Behavioral Intention
Subjects: Business > Management
Divisions: Faculty of Business > Management Undergraduate Study Program
Depositing User: Users 2760 not found.
Date Deposited: 23 Aug 2016 02:39
Last Modified: 23 Aug 2016 02:39
URI: http://repository.ukwms.ac.id/id/eprint/8183

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