KALIFATILLAH, MUAMMARIVA (2019) PENGARUH KONDISI PESAWAT, KONDISI TERMINAL, KUALITAS LAYANAN PERSONAL, EMPATI DAN CITRA MEREK TERHADAP KEPUASAN KONSUMEN CITILINK. S1 thesis, Universitas Mercu Buana Jakarta.
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Abstract
This research reveals that there are five dimensions that aim to determine the effect of aircraft conditions, terminal conditions, personal service quality, empathy and perceived brand image on customer satisfaction at Citilink airline services. Respondents in this study were people who had used Citilink airline services. This research was conducted on 125 respondents using a quantitative approach. Analysis of the data used is multiple linear regression analysis with SPSS statistical software tools. The results of this study indicate that the test Terminal Tangibles have not been significantly influence on satisfaction of Citilink airline customers. Airline Tangibles, Personal Service Quality, Empathy and Brand Image have been significantly influence on Satisfaction of Citilink airline customers. Keywords: Airline Tangibles, Terminal Tangibles, Quality of Personal Services, Empathy, Brand Image, Consumer Satisfaction, Citilink Airline. Penelitian ini mengungkapkan ada lima dimensi yang bertujuan untuk mengetahui pengaruh kondisi pesawat, kondisi terminal, kualitas layanan personal, empati dan citra merek yang dirasakan terhadap kepuasan konsumen pada layanan jasa maskapai penerbangan Citilink. Responden pada penelitian ini adalah masyarakat yang sudah menggunakan jasa layanan maskapai penerbangan citilink. Penlitian ini dilakukan terhadap 125 responden dengan menggunakan pendekatan kuantitatif. Analisis data yang digunakan adalah analisis regresi linier berganda dengan alat bantu software statistik SPSS. Hasil penelitian ini menunjukkan bahwa secara uji Kondisi Terminal tidak berpengaruh siginifikan terhadap Kepuasan Konsumen maskapai penerbangan Citilink. Kondisi Pesawat, Kualitas Layanan Personal, Empati dan Citra Merek berpengaruh signifikan terhadap Kepuasan Konsumen maskapai penerbangan Citilink. Kata Kunci : Kondisi Pesawat, Kondisi Terminal, Kualitas Layanan Personal, Empati, Citra Merek, Kepuasan Konsumen, Maskapai Penerbangan Citilink.
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