HUBUNGAN ANTARA KUALITAS JASA DENGAN LOYALITAS KONSUMEN PADA MASKAPAI PENERBANGAN

KURNIA ASTUTI, HERLINA (2008) HUBUNGAN ANTARA KUALITAS JASA DENGAN LOYALITAS KONSUMEN PADA MASKAPAI PENERBANGAN. Other thesis, University of Muhammadiyah Malang.

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Abstract

Emulation of service firm of transportation that happened in this time enough tighten along with requirement of service consumer of transportation. Make-Up of passenger using air transportation of prediction 10-12 % per annum. Big of it market [is] in the reality followed with swelling amount of airline. Earn us see in this time popping out many new air transport firm. Service firm of air transport as one of the service firm of existing transportation partake share in tight emulation in offer of [his/its] product [pass/through] excellences had. This research aim to know correlation between quality of service with consumer loyalty. Subject research is consumer using firm service air transport of Lion Air amount to 50 one who is taken by using technique of accidental sampling. While data collecting method the used scale of Likert which consist of scale is quality of service of scale is consumer loyalty. As for method analyze data which used in this research is correlation technique of product moment by using program computer system of SPSS version window for 12.00. From data analysis which is to be obtained by result of that there is positive relation very significant between quality of service with consumer loyalty at air transport firm ( r = 0,729 and p = 0,000). Its meaning, excelsior of[is quality of service will cause excelsior also air transport firm consumer loyalty, so also on the contrary progressively lower the quality of service hence progressively lower also consumer loyalty. As for effective contribution is quality of service to consumer loyalty is equal to 53,1% while the rest equal to 46,9% influenced by other factor which do not check in this research.

Item Type: Thesis (Other)
Subjects: H Social Sciences > H Social Sciences (General)
Divisions: Faculty of Psychology > Department of Psychology
Depositing User: Anggit Aldila
Date Deposited: 11 May 2012 02:28
Last Modified: 11 May 2012 02:28
URI: http://eprints.umm.ac.id/id/eprint/5023

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