Pengaruh service quality, service innovation, dan brand image terhadap customer loyalty melalui customer satisfaction pada maskapai penerbangan Garuda Indonesia di Surabaya

Permana, Steven (2017) Pengaruh service quality, service innovation, dan brand image terhadap customer loyalty melalui customer satisfaction pada maskapai penerbangan Garuda Indonesia di Surabaya. Undergraduate thesis, Widya Mandala Catholic University Surabaya.

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Abstract

Penelitian ini bertujuan untuk mengetahui pengaruh service quality, service innovation, dan brand image terhadap customer loyalty dengan customer satisfaction sebagai mediasi. Penelitian ini menggunakan teknik analisis Structural Equation Modeling (SEM). Obyek dari penelitian ini adalah konsumen dari Maskapai Penerbangan Garuda Indonesia di surabaya dengan jumlah sampel sebanyak 150 responden. Hasil Penelitian ini membuktikan : (1) service quality berpengaruh terhadap customer satisfaction, (2) service innovation berpengaruh terhadap customer satisfaction, (3) brand image berpengaruh terhadap customer satisfaction, (4) service quality berpengaruh terhadap customer loyalty melalui customer satisfaction, (5) service innovation berpengaruh terhadap service quality melalui customer satisfaction, (6) brand image berpengaruh terhadap customer loyalty melalui customer satisfaction, (7) customer satisfaction berpengaruh terhadap customer loyalty.

Item Type:	Thesis (Undergraduate)
Department:	["eprint_fieldopt_department_Faculty of Business" not defined]
Uncontrolled Keywords:	Service quality, service innovation, brand image, customer satisfaction, customer loyalty
Subjects:	Business > Management
Divisions:	Faculty of Business > Management Undergraduate Study Program
Depositing User:	Steven Permana
Date Deposited:	02 Aug 2017 02:27
Last Modified:	02 Aug 2017 02:27
URI:	https://repository.ukwms.ac.id/id/eprint/11970

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