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PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN MASKAPAI PENERBANGAN “LION AIR” TUJUAN SURABAYA - BALIKPAPAN

RIZKY, ARIE (2012) PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN MASKAPAI PENERBANGAN “LION AIR” TUJUAN SURABAYA - BALIKPAPAN. Other thesis, University of Muhammadiyah Malang.

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Abstract

The purpose of this study is to determine how big the influence of five variables of service quality that includes tangibles, reliability, responsiveness, assurance and emphaty influence on customer satisfaction airline Lion Air destination Surabaya – Balikpapan. In this studies in which the object of study is the customer airline Lion Air destination Surabaya – Balikpapan, data collection techniques in this study are used questioner wich distribution to 100 study sample, sample in this study sre the customers who use the service minimum 4 times of Lion Air destination Surabaya – Balikpapan, which in Airport Sepinggan Balikpapan. Data analysis tools used in this study is using logistic regression analysis. Based on the results of logistic regression analysis can be concluded that the service quality was significantly influence to customer satisfaction of airline Lion Air destination Surabaya – Balikpapan. Reliability has a dominant influence on customer satisfaction of airline Lion Air destination Surabaya – Balikpapan. Suggestion presented in this study is expected to managemen the airline Lion Air destination Surabaya – Balikpapan seeks to preserve and maximize the service quality especially related of variable reliability but don’t ignore the four other variables of service quality to be expected to create customer satisfaction for service provided.

Item Type: Thesis (Other)
Subjects: H Social Sciences > HB Economic Theory
H Social Sciences > HC Economic History and Conditions
Divisions: Faculty of Economics > Department of Management
Depositing User: Fitri Ramandhany
Date Deposited: 01 Dec 2015 08:18
Last Modified: 01 Dec 2015 08:18
URI : http://eprints.umm.ac.id/id/eprint/19589

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