Pengaruh Kualitas Pelayanan dan Tarif Tiket terhadap Kepuasan Pelanggan dan Implikasinya Terhadap Minat Menggunakan kembali Sriwijaya Air KSO dengan Garuda Indonesia

YUNANTO, TIO KHARISMA (2020) Pengaruh Kualitas Pelayanan dan Tarif Tiket terhadap Kepuasan Pelanggan dan Implikasinya Terhadap Minat Menggunakan kembali Sriwijaya Air KSO dengan Garuda Indonesia. S2 thesis, Universitas Mercu Buana Jakarta.

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Abstract

The purpose of this study was to analyze the effect of service quality, ticket rates, on customer satisfaction, and the effect of customer satisfaction on the repurchase intention Sriwijaya Air after joint operation with Garuda Indonesia. This study used 100 respondents and used a nonprobability sampling technique where respondents had used Sriwijaya Air when joint operation with Garuda Indonesia. Hypothesis testing proposed in this study was carried out with a Structural Equation Model (SEM) test using the LISREL 8.80 software. The results of the structural model analysis indicate that the variable service quality and ticket rates have a significant effect on customer satisfaction. While customer satisfaction has a significant effect on repurchase intention. Keywords: Service quality, ticket rates, customer satisfaction, and repurchase intenstion Tujuan penelitian ini adalah menganalisis pengaruh kualitas pelayanan, tarif tiket, terhadap kepuasan pelanggan, dan pengaruh kepuasan pelanggan terhadap minat menggunakan kembali Sriwijaya Air KSO dengan Garuda Indonesia. Penelitian ini menggunakan 100 responden menggunakan teknik nonprobability sampling dimana responden sudah pernah menggunakan Sriwijaya Air saat KSO dengan Garuda Indonesia. Pengujian hipotesis yang diajukan dalam penelitian ini dilakukan dengan alat uji Model Persamaan Struktural (Structural Equation Model–SEM) dengan menggunakan perangkat lunak LISREL 8.80. Hasil analisa model struktural menunjukkan bahwa variabel kualitas pelayanan, dan tarif tiket berpengaruh siginifikan terhadap kepuasan pelanggan. Sedangkan kepuasan pelanggan, berpengaruh signifikan terhadap minat menggunakan kembali. Kata kunci: kualitas pelayanan, tarif tiket, kepuasan pelanggan, minat menggunakan kembali

Item Type: Thesis (S2)
Call Number CD: CD/551. 20 065
Call Number: TM/51/21/083
NIM/NIDN Creators: 55117120109
Uncontrolled Keywords: kualitas pelayanan, tarif tiket, kepuasan pelanggan, minat menggunakan kembali
Subjects: 300 Social Science/Ilmu-ilmu Sosial > 380 Commerce, Communications, Transportation (Perdagangan, Komunikasi, Transportasi) > 382 International Commerce, Foreign Trade/Perdagangan Internasional > 382.7 Tariff Policy/Kebijakan Tarif
300 Social Science/Ilmu-ilmu Sosial > 380 Commerce, Communications, Transportation (Perdagangan, Komunikasi, Transportasi) > 387 Water, Air, Space Transportation/Air, Udara, Angkutan Angkutan Darat > 387.7 Air Transportation, Airlines/Transportasi Udara
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 657 Accounting/Akuntansi > 657.8 Accounting for Enterprises Enganged in Specific Kinds of Activities/Akuntansi Usaha yang Bergerak dalam Jenis Kegiatan Tertentu > 657.83 Service and Professionals Activities/Kegiatan Pelayanan dan Profesional
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum > 658.6 Quality Management/Manajemen Kualitas
700 Arts/Seni, Seni Rupa, Kesenian > 710 Civic and Lanscape Art/Seni Perkotaan dan Pertamanan > 711 Area Planning/Perencanaan Wilayah Perkotaan dan Pertamanan > 711.7 Plans for Transportation Facilities/Perencanaan untuk Fasilitas Transportasi > 711.78 Air Transportation Facilities/Fasilitas Transportasi Udara
Divisions: Pascasarjana > Magister Manajemen
Depositing User: Putra Arsy Anugrah
Date Deposited: 25 Apr 2022 02:18
Last Modified: 25 Apr 2022 02:18
URI: http://repository.mercubuana.ac.id/id/eprint/52749

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