PENGARUH KUALITAS LAYANAN TERHADAP LOYALITAS MELALUI KEPUASAN KONSUMEN PENGGUNA JASA TRANSPORTASI UDARA RUTE PALANGKA RAYA - JAKARTA

Meitiana Meitiana

Abstract


The increase in number of airlaines industry in Indonesia has caused price competition between
airlines company, especially for the Palangka Raya - Jakarta route. In order to survive in this industry, the
airlines company has made efficiency toreduce the costs. As thr result, service quality became lower, and it will
affecting consumer satisfaction. The objectives of this research are to analyze the effect of service quality
towards loyalty through consumer satisfaction. This study used quantitative research method, the data
collection used questionnaires and scoring technique used Likert scale. The sample was 100 respondents.
This correlation study aims to measure the effects of a particular variable towards other variables. The data
processing was analyzed by using Structure Equation Modeling (SEM) with Partial Least Square (PLS) software.
The test results of the three hypotheses with PLS software indicated that the two hypotheses were accepted
and the one hypotheses were rejected. Service quality had significant effect towards consumers satisfaction.
While consumers satisfaction had not insignificant effect towards loyalty. Then service quality had significant
effect toward loyalty.

Keywords


service quality; consumer satisfaction; loyalty;

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DOI: https://doi.org/10.18860/iq.v10i1.3580



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