Anjarsari, Bianca Valentina (2019) The Influence Of Service Quality And Perceived Value On Customer Loyalty Of Garuda Indonesia Membership Program (A Study Of Gamiles Members’ In Malang City). Sarjana thesis, Universitas Brawijaya.
Abstract
Saat ini, penggunaan transportasi sangat penting dalam mendukung proses kehidupan. Perkembangan industri penerbangan meningkat sangat pesat, dimana banyaknya berbagai macam jenis maskapai penerbangan yang bermunculan untuk memenuhi permintaan masyarakat. Salah satu maskapai penerbangan tersebut ialah Garuda Indonesia yang menjadi studi kasus untuk penelitian ini. Penelitian ini bertujuan untuk menganalisa dan memahami pengaruh dan hubungan antara kualitas layanan, perceived value, dan loyalitas pelanggan dalam program keanggotaan Garuda Indonesia. Dalam penelitian ini menggunakan sample dari 200 responden yang mereupakan anggota dari GAMiles dikumpulkan di Malang dengan menggunakan random sampling dan kuesioner berbasis survei. Data yang diperoleh diproses lebih lanjut dengan menggunakan Partial Least Square (PLS), dengan menggunakan applikasi SMARTPLS versi 2.0 M3. Hasil penelitian ini menunjukkan bahwa Kualitas Layanan dan Perceived Value memiliki pengaruh positif yang signifikan terhadap Loyalitas Pelanggan baik secara langsung maupun tidak langsung. Dengan melakukan keseluruhan variable, loyalitas konsumen harus ditingkatkan sehingga terjadi peningkatan pada kualitas layanan dan Perceived Value.
English Abstract
Nowadays, the use of transportation is important in supporting the life process. Currently, the development of the aviation industry is rapidly increases, with many emerging types of airlines to meet the public demand; one of them is Garuda Indonesia that is taken as a case study for this research. This research aimed to analyze and understand the influence and relationship between service quality, perceived value, and customer loyalty within the Garuda Indonesia Membership Program. In this research, the researcher used a sample size of 200 respondents of GAMiles members, and they were collected in Malang by random sampling and a survey-based questionnaire. The research data analysis was done using Partial Least Square (PLS) with SMARTPLS application version 2.0 M3. The result indicates that both Service Quality and Perceived Value significantly influence Customer Loyalty positively, directly, and/or indirectly. By making these entire variables, customer loyalty should be increased due to the increase in service quality and perceived value.
| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | SKR/FEB/2019/327/051907915 |
| Uncontrolled Keywords: | Kualitas Layanan, Perceived Value, Loyalitas Konsumen, GAMiles, Service Quality, Perceived Value, Customer Loyalty, GAMiles |
| Subjects: | 600 Technology (Applied sciences) > 658 General management > 658.8 Managemet of marketing > 658.81 Sales management > 658.812 Customer relations |
| Divisions: | Fakultas Ekonomi dan Bisnis > Manajemen |
| Depositing User: | Nur Cholis |
| Date Deposited: | 09 Nov 2020 11:09 |
| Last Modified: | 09 Nov 2020 11:09 |
| URI: | http://repository.ub.ac.id/id/eprint/174106 |
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