Path: Top > Skripsi - D4 > 2017 > Jurusan Administrasi Niaga > Program Studi Manajemen Pemasaran > 2019
Analysis Of Service Quality Dimension, Customer Satisfaction, And Post-Purchase Intention: A Study On The Low-Cost Airline In Indonesia
Skripsi, 008 / 2019 / IM
Undergraduate Theses from JBPTPPOLBAN / 2019-11-29 13:31:49
Oleh : Fenfen Nurulita - 155264009 (fenfennurulita@gmail.com)
Dibuat : 2019-11-29, dengan 4 file
Keyword : Competition, low-cost airline, service quality
In the era of highly competitive competition, providing satisfying services is very important for companies to survive and develop. This happens if consumers feel satisfied with the product/service sold by the company, the consumer will make a repeat purchase. Whereas, consumers who are not satisfied, they will not make a repeat purchase. This study aims to analyze the relationship between service quality dimensions affecting customer satisfaction and post-purchase intention in low-cost airline services. Quantitative methods were used in this study. Data collection is done by distributing questionnaires to respondents who have used Low-Cost Carrier airlines services in Indonesia (Lion Air, AirAsia, Citilink, and Wings Air) with a total of 383 respondents. Data analysis uses a structural equation model to determine the relationship between the variables used. The results of the analysis show that the dimensions of tangible, responsive, assurance, direct and indirect significant effects on customer satisfaction post-purchase intention. While the dimensions of empathy are significant for customer satisfaction. In addition, customer satisfaction has a significant effect on post-purchase intention. Keywords: Competition, low-cost airline, service quality.
Undergraduate Theses from JBPTPPOLBAN / 2019-11-29 13:31:49
Oleh : Fenfen Nurulita - 155264009 (fenfennurulita@gmail.com)
Dibuat : 2019-11-29, dengan 4 file
Keyword : Competition, low-cost airline, service quality
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Deskripsi Alternatif :In the era of highly competitive competition, providing satisfying services is very important for companies to survive and develop. This happens if consumers feel satisfied with the product/service sold by the company, the consumer will make a repeat purchase. Whereas, consumers who are not satisfied, they will not make a repeat purchase. This study aims to analyze the relationship between service quality dimensions affecting customer satisfaction and post-purchase intention in low-cost airline services. Quantitative methods were used in this study. Data collection is done by distributing questionnaires to respondents who have used Low-Cost Carrier airlines services in Indonesia (Lion Air, AirAsia, Citilink, and Wings Air) with a total of 383 respondents. Data analysis uses a structural equation model to determine the relationship between the variables used. The results of the analysis show that the dimensions of tangible, responsive, assurance, direct and indirect significant effects on customer satisfaction post-purchase intention. While the dimensions of empathy are significant for customer satisfaction. In addition, customer satisfaction has a significant effect on post-purchase intention. Keywords: Competition, low-cost airline, service quality.
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| Properti | Nilai Properti |
|---|---|
| ID Publisher | JBPTPPOLBAN |
| Organisasi | |
| Nama Kontak | Erlin Arvelina |
| Alamat | Jl. Trsn. Gegerkalong Hilir Ds. Ciwaruga |
| Kota | Bandung |
| Daerah | Jawa Barat |
| Negara | Indonesia |
| Telepon | 022 201 3789 ext. 168, 169, 239 |
| Fax | 022 201 3889 |
| E-mail Administrator | erlin.arvelina@polban.ac.id |
| E-mail CKO | erlin.arvelina@polban.ac.id |
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- Supervisor: Nono Wibisono, S.E., M.Sc., Ph.D., Editor: Erlin Arvelina
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