PENGARUH KUALITAS PELAYANAN, INOVASI DAN CITRA PERUSAHAAN TERHADAP KEPUASAN DAN LOYALITAS PELANGGAN LION AIR DI SURABAYA
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Institusion
Sekolah Tinggi Ilmu Ekonomi Perbanas Surabaya
Author
KHILMI, MOHAMAD
Subject
658.8 - MANAGEMENT OF MARKETING
Datestamp
2017-05-16 04:12:57
Abstract :
The purpose of this study is to explore the effects of service quality, innovation and corporate image on customer?s satisfaction and loyalty of Lion Air in Surabaya. After reviewing the literatures, the structural equation modeling (SEM) was conducted to test the research model. The data was collected from Lion Air? customers by the questionnaire at Juanda International Airport, Lion Air counter and custumer who never use the services of the airline Lion Air in Surabaya. The results show that customer satisfaction has a statistical on customers loyalty, and service quality have a positive effect on customer satisfaction respectively. But having an insignificant positive innovation to customer satisfaction and corporate image significant negative effect. Keywords? Service quality, innovation, corporate image, satisfaction, loyalty
The purpose of this study is to explore the effects of service quality, innovation and corporate image on customer?s satisfaction and loyalty of Lion Air in Surabaya. After reviewing the literatures, the structural equation modeling (SEM) was conducted to test the research model. The data was collected from Lion Air? customers by the questionnaire at Juanda International Airport, Lion Air counter and custumer who never use the services of the airline Lion Air in Surabaya. The results show that customer satisfaction has a statistical on customers loyalty, and service quality have a positive effect on customer satisfaction respectively. But having an insignificant positive innovation to customer satisfaction and corporate image significant negative effect. Keywords? Service quality, innovation, corporate image, satisfaction, loyalty
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