AFRIZAL, MAULANA (2024) ANALISIS FAKTOR – FAKTOR YANG MEMPENGARUHI KEPUASAN PENGGUNA JASA PENERBANGAN LION AIR DI BANDARA PATIMURA AMBON (Studi Kasus Pada Penumpang Lion Air Rute Ambon - Namlea). SKRIPSI.
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Abstract
Air transportation has become an important part of human life. Currently air transportation services are one of the important elements in driving the dynamics of development, supporting the mobility of people, goods and services as well as supporting regional development and economies around the world. The development of the aviation industry has occurred in all types of airlines, especially low cost carrier airlines. Low Cost Carrier (LCC) has increased market share and rapidly changed the world aviation industry, in this case Wings Air as the largest LCC airline in Indonesia. The purpose of this study was to determine and analyze the effect of service failure, service recovery, and trust on the loyalty of Wings Air passengers. Y = -1,176 + 0,334X1 + 0,181X2 + 0,318X3 + 0,302X4 + µ This study involved 200 respondents consisting of men and women who had used Wings Air airline services. Data collection techniques in this study used an offline questionnaire using the structural equation modeling (SEM) method. This study attempts to explain this phenomenon based on existing hypotheses. The results of the analysis show that service failure has an effect on service recovery and trust, service recovery has an effect on behavior loyalty, and trust has an effect on attitude loyalty and behavior loyalty, while service recovery has no effect on attitude loyalty. Keywords : Service Failure, Service Recovery, Trust, Attitude Loyalty, Behavior Loyalty
| Item Type: | Article |
|---|---|
| Additional Information: | 202104006 |
| Subjects: | Transportasi |
| Divisions: | Program Studi > S1-Transportasi |
| Depositing User: | AMNI Perpustakaan Semarang |
| Date Deposited: | 13 Sep 2024 07:34 |
| Last Modified: | 13 Sep 2024 07:34 |
| URI: | http://repository.unimar-amni.ac.id/id/eprint/6245 |
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