ASTRID, HEDYTIA PALUPI (2022) ANALISIS FAKTOR YANG MEMPENGARUHI LOYALITAS PENUMPANG DALAM MENGGUNAKAN MASKAPAI PENERBANGAN CITILINK RUTE SEMARANG - JAKARTA. SKRIPSI.
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Abstract
Transportation is important for national development to ease the flow of people, goods and information as supporting the achievement of the allocation of economic resources optimally. The transportation sector is a sector that very important to be able to support all human activities. Economic activities, education, defense, and security will also be run properly if it is supported by good transport system of a country. This study itself aims to determine the extent of the influence of Service Quality (X1), Satisfaction (X2), Customer Trust (X3), on Customer Loyalty (Y) on passengers of Citilink airline Semarang - Jakarta route. Formulation of the problem, research objectives and hypotheses in this study is to analyze the positive and significant influence individually between the independent variables, namely Service Quality, Satisfaction, Customer Trust on the dependent variable, namely Customer Loyalty. In this study, the object taken was Citilink Flight Passengers Semarang - Jakarta route. Data sources include primary and secondary data. The sample in this study were 100 respondents who were Citilink Flight Passengers on the Semarang - Jakarta route using the Incidental Sampling method. The data analysis technique is multiple linear regression technique. Based on the results of research and multiple analysis, the following equations are generated: Y = 0.373 + 0.163X1 + 0.018X2 + 0.676X3 + µ The results of the multiple linear regression equation show that there is a positive and partially significant effect between Service Quality on Customer Loyalty (t count = 4.206 > t table = 1.98498), Satisfaction with Customer Loyalty (t count = 0.353 > t table = 1, 98498), Customer Trust in Customer Loyalty (t count = 9,300 > t table = 1, 98498). The influence of research variables with a correlation value of R = 0.869 Keywords: Service Quality, Satisfaction, Customer Trust
| Item Type: | Article |
|---|---|
| Additional Information: | 1821.14.012 |
| Subjects: | Transportasi |
| Divisions: | Program Studi > S1-Transportasi |
| Depositing User: | AMNI Perpustakaan Semarang |
| Date Deposited: | 16 Jan 2023 05:54 |
| Last Modified: | 16 Jan 2023 05:54 |
| URI: | http://repository.unimar-amni.ac.id/id/eprint/4735 |
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