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

Universitas Katolik Musi Charitas

Author

Dhaniswara, Yovita

Subject

H Social Sciences (General) 

Datestamp

2023-04-26 02:32:19 

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. 

File :
EM-2018-142037-Cover.pdf
EM-2018-142037-Abstract.pdf
EM-2018-142037-Summary_id.pdf
EM-2018-142037-Complete.pdf
EM-2018-142037-Table Of Content.pdf
EM-2018-142037-Chapter 1.pdf
EM-2018-142037-Chapter 2.pdf
EM-2018-142037-Chapter 3.pdf
EM-2018-142037-Chapter 4.pdf
EM-2018-142037-Conclusion.pdf
EM-2018-142037-Reference.pdf
EM-2018-142037-Attachment.pdf