| dc.contributor.advisor | S, SUSANTO | |
| dc.contributor.author | AULIA, ARRIZA RIFAHDI | |
| dc.date.accessioned | 2016-10-31T03:55:58Z | |
| dc.date.available | 2016-10-31T03:55:58Z | |
| dc.date.issued | 2016-10 | |
| dc.identifier.uri | http://repository.umy.ac.id/handle/123456789/5612 | |
| dc.description | Penelitian ini bertujuan untuk mengetahui seberapa besar kualitas
layanan, nilai, kepuasan pelanggan dan citra terhadap loyalitas pelanggan
maskapai Garuda Indonesia di DIY. Metode pengambilan sampel yang digunakan
dalam penelitian ini adalah judgment sampling. Responden dalam penelitian ini
sebanyak 120 orang pengguna/konsumen Garuda Indonesia di Yogyakarta.
Penelitian ini menggunakan Structural Equation Modeling (SEM) yang dijalankan
melalu program AMOS sebagai alat analisisnya.
Berdasarkan analisis yang telah dilakukan diperoleh hasil bahwa kualitas
layanan tidak berpengaruh signifikan terhadap kepuasan pelanggan, kualitas
layanan berpengaruh signifikan terhadap citra, nilai tidak berpengaruh signifikan
terhadap kepuasan pelanggan, citra berpengaruh signifikan terhadap kepuasan
pelanggan, citra tidak berpengaruh signifikan terhadap loyalitas pelanggan dan
kepuasan pelanggan tidak berpengaruh signifikan terhadap loyalitas pelanggan | en_US |
| dc.description.abstract | This study aims to determine how are the service quality, value, customer
satisfaction and image to customer loyalty of Garuda Indonesia in Yogyakarta.
The sampling method used in this study is judgment sampling. This study’s
respondents is 120 consumers of Garuda Indonesia in Yogyakarta. This study
used Structural Equation Modeling (SEM) which runs through AMOS programs
as a tool of analysis.
Based on the analysis showed that the service quality had no significantly
influence on customer’s satisfaction, service quality had significantly influence on
image, values had no significantly influence on customer satisfaction, image had
significantly influence on customer satisfaction, image had no significantly
influence on customer loyalty and customer satisfaction had no significantly
influence on customer loyalty. | en_US |
| dc.language.iso | other | en_US |
| dc.publisher | FAKULTAS EKONOMI UNIVERSITAS MUHAMMADIYAH YOGYAKARTA | en_US |
| dc.subject | KUALITAS LAYANAN | en_US |
| dc.subject | NILAI | en_US |
| dc.subject | KEPUASAN PELANGGAN | en_US |
| dc.subject | CITRA | en_US |
| dc.subject | LOYALITAS PELANGGAN. | en_US |
| dc.title | PENGARUH KUALITAS LAYANAN, NILAI, KEPUASAN PELANGGAN DAN CITRA TERHADAP LOYALITAS PELANGGAN MASKAPAI PENERBANGAN GARUDA INDONESIA DI DIY | en_US |
| dc.title.alternative | THE INFLUENCE OF PERCEIVED SERVICE QUALITY, PERCEIVED VALUE, SATISFACTION AND IMAGE TO CUSTOMER LOYALTY GARUDA INDONESIA AIRLINES IN DIY | en_US |
| dc.type | Thesis
SKR
FE
405 | en_US |
