AYU, RINA PUSPITA (2019) ANALISIS KUALITAS PELAYANAN, FASILITAS, CITRA PERUSAHAAN DAN PERSEPSI HARGA TERHADAP LOYALITAS PENGGUNA MASKAPAI AIR ASIA (Studi Kasus di Bandara Internasional Sultan Aji Muhammad Sulaiman Sepinggan, Balikpapan). SKRIPSI.
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Abstract
This research aimed to examine the influence of service quality, facilities, corporate image and perception of price on customer loyalty. The research problem is how to increase customer loyalty through quality of service, facilities, corporate image and perception of the price. The collecting data in this research using questionnaires distributed to 100 respondents of customers of Air Asia Airlines in the International Airport Sultan Aji Muhammad Sulaiman Sepinggan, Balikpapan. Regression analyzes were run with the software SPSS (Statistical Package for Social Science) version 22 was used to analyze the data. Based on the results of research and data analysis produced a regression equation as follows: Y = 0.420 + 0.205 X1 + 0.176 X2 + 0.191 X3 + 0.732 X4 + µ The results of multiple linear regression equation shows that there is a positive influence and partial significant between the variables of service quality on customer loyalty (t = 2,390 > t table = 1.9842), facilities to customer loyalty (t = 2,056 > t table = 1.9842), corporate image on customer loyalty (t = 2,155 > t table = 1.9842), and the perception of price on customer loyalty (t = 6,400 > t table = 1.9842). And simultaneously also positive and significant (F count = 35 956 > F table = 2.70). Thus it can be concluded that the variable quality of service, facilities, corporate image and perception simultaneously prices have a significant and positive relationship on customer loyalty. The result of the calculation of the coefficient of determination (Adjusted R Square = 0585). This indicates that the variable coefficient of customer loyalty is influenced by the quality of the services, facilities, corporate image, and the perception of prices by 58.5%. While the rest (100% - 58.5% = 41.5%) is influenced by other variables not examined. Keywords: Service Quality, Facilities, Corporate Image, Price Perception, and Customer Loyalty
| Item Type: | Article |
|---|---|
| Additional Information: | 1301.12.022 |
| Subjects: | Transportasi |
| Divisions: | Program Studi > S1-Transportasi |
| Depositing User: | AMNI Perpustakaan Semarang |
| Date Deposited: | 20 Jan 2020 04:50 |
| Last Modified: | 20 Jan 2020 04:50 |
| URI: | http://repository.stimart-amni.ac.id/id/eprint/647 |
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