PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS KONSUMEN MELALUI KEPERCAYAAN KONSUMEN SEBAGAI VARIABEL MEDIASI PADA MASKAPAI PENERBANGAN LION AIR

Dhaniswara, Yovita (2018) PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS KONSUMEN MELALUI KEPERCAYAAN KONSUMEN SEBAGAI VARIABEL MEDIASI PADA MASKAPAI PENERBANGAN LION AIR. Undergraduate thesis, Universitas Katolik Musi Charitas Palembang.

	Text (Cover) EM-2018-142037-Cover.pdf Download (830kB)
	Text (Abstract) EM-2018-142037-Abstract.pdf Restricted to Registered users only Download (165kB) | Request a copy
	Text (Table of Content) EM-2018-142037-Table Of Content.pdf Restricted to Registered users only Download (192kB) | Request a copy
	Text (Chapter 1) EM-2018-142037-Chapter 1.pdf Restricted to Registered users only Download (396kB) | Request a copy
	Text (Chapter 2) EM-2018-142037-Chapter 2.pdf Restricted to Registered users only Download (482kB) | Request a copy
	Text (Chapter 3) EM-2018-142037-Chapter 3.pdf Restricted to Registered users only Download (366kB) | Request a copy
	Text (Chapter 4) EM-2018-142037-Chapter 4.pdf Restricted to Registered users only Download (902kB) | Request a copy
	Text (Conclusion) EM-2018-142037-Conclusion.pdf Restricted to Registered users only Download (287kB) | Request a copy
	Text (Reference) EM-2018-142037-Reference.pdf Restricted to Registered users only Download (290kB) | Request a copy
	Text (Attachment) EM-2018-142037-Attachment.pdf Restricted to Registered users only Download (2MB) | Request a copy
	Text (Summary_id) EM-2018-142037-Summary_id.pdf Restricted to Registered users only Download (576kB) | Request a copy
	Text (Complete) EM-2018-142037-Complete.pdf Restricted to Repository staff only Download (4MB) | Request a copy

Abstract

The aim of this study is to determine whether service quality can affect consumer’s trust in Lion Airlines, whether consumer’s trust affect the consumer’s loyalty in Lion Airlines and whether consumer’s trust can mediate the service quality to customer’s loyalty in Lion Airlines. The population used in this study are all consumers who used Lion Air service before. Where the sampling technique using purposive sampling method that is as much as 100 respondents. Data analysis technique used in this research is path analysis and for hypothesis test using t test and coefficient of determination (R2). The result of this research shows that service quality variables influence consumer’s trust variable, consumer’s trust variable influence consumer’s loyalty variable, and consumer’s trust variable can mediation service quality variable to consumer’s loyalty variable. Keywords: Service Quality, Consumer’s Trust, Consumer’s Loyalty.

Actions (login required)

View Item