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The Effects of Perceived Safety, Airlines Service Quality and Perceived Price Towards Customer Satisfaction and Customer Loyalty (Study on Customer of Lion Air Airlines)

WITJAKSANA, Imam (2018) The Effects of Perceived Safety, Airlines Service Quality and Perceived Price Towards Customer Satisfaction and Customer Loyalty (Study on Customer of Lion Air Airlines). Skripsi thesis, Universitas Jenderal Soedirman.

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Abstract

Transportation is something that cannot be separated from human needs and becomes the most important thing in supporting several activities. This study will analyse customer satisfaction and loyalty of Lion Air consumer customers. The purpose of this study was to analyse the influence of perceived safety, airline service quality and perceived price on customer satisfaction and customer loyalty. The research type used is a quantitative with survey research methods. The analytical research technique used is SEM with a sample of 251 people who has ever used flight services of Lion Air company. The SPSS and AMOS statistical software is used for data research purposes. The results of this study indicate that perceived safety and airlines general capability has no effect on customer satisfaction. The results of this study are expected to increase customer satisfaction with the evaluation and improvement of Lion Air management.

Item Type: Thesis (Skripsi)
Nomor Inventaris: C18361
Uncontrolled Keywords: Perceived Safety, Airlines Service Quality, Perceived Price, Customer Satisfaction, Customer Loyalty.
Subjects: S > S12 Safety regulations
T > T283 Transportation
Divisions: Fakultas Ekonomi dan Bisnis > S1 Manajemen
Depositing User: Mrs Endang Kasworini
Date Deposited: 24 Aug 2020 07:37
Last Modified: 24 Aug 2020 07:37
URI: http://repository.unsoed.ac.id/id/eprint/5028

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