DETAIL KOLEKSI

Antecedents Customer Loyalty


Oleh : Lailatul Tio Vanni

Info Katalog

Nomor Panggil : 2016-TA-MJ-022122041

Penerbit : FEB - Usakti

Kota Terbit : Jakarta

Tahun Terbit : 2016

Pembimbing 1 : Fatik Rahayu

Subyek : Price - service quality;Audit quality - the antecedents

Kata Kunci : customer satisfaction, brand image, customer loyalty.


File Repositori
No. Nama File Ukuran (KB) Status
1. 2016_TA_MJ_022122041-Halaman-Judul-SKRIPSI.pdf 1065.63
2. 2016_TA_MJ_022122041-Bab-1.pdf 646.58
3. 2016_TA_MJ_022122041-Bab-2.pdf 1075.01
4. 2016_TA_MJ_022122041-Bab-3.pdf 1380.57
5. 2016_TA_MJ_022122041-Bab-4.pdf 1239.83
6. 2016_TA_MJ_022122041-Bab-5.pdf 568.11
7. 2016_TA_MJ_022122041-Daftar-Pustaka.pdf 902.37
8. 2016_TA_MJ_022122041-Lampiran.pdf 4186.42

P Penelitian ini bertujuan untuk menguji dan menganalisis antecedents Customer loyalty pada PT. Garuda Indonesia. Sampel yang digunakan dalam penelitian ini berjumlah 155 responden dengan menggunakan metode penarikan sampel purposive sampling. Pengujian hipotesis penelitian dilakukan dengan metode Structural Equation Model (SEM). Hasil penelitian ini menyatakan: (1) Price berpengaruh positif terhadap customer satisfaction, (2) Service quality berpengaruh positif terhadap customer satisfaction, (3) Price berpengaruh positif terhadap customer loyalty, dan (4) Service quality berpengaruh positif terhadap customer loyalty, (5) customer satisfaction berpengaruh positif terhadap customer loyalty, (6) Customer satisfaction berpengaruh positif terhadap brand image, (7) Brand image berpengaruh positif terhadap customer loyalty.

T This study aims to examine and analyze the antecedents Customer loyalty in the PT. Garuda Indonesia. The sample used in this research consisted of 155 respondents using purposive sampling method sampling. Research hypothesis testing was conducted using Structural Equation Model (SEM). The results of this study states: (1) Price positive effect on customer satisfaction, (2) Service quality positive effect on customer satisfaction, (3) Price positive effect on customer loyalty, and (4) Service quality positive effect on customer loyalty, (5 ) customer satisfaction positive effect on customer loyalty, (6) Customer satisfaction has positive influence on brand image, (7) brand image positive effect on customer loyalty.

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