KUALITAS LAYANAN DAN EFEK MEDIASI CITRA PERUSAHAAN PADA PENGARUH ANTARA KEPUASAN PELANGGAN DAN LOYALITAS PELANGGAN PADA MASKAPAI PENERBANGAN LION AIR
Abstract
This study aims to analyze the Service Quality and The Mediating Effect of Corporate Image on The Relationship Between Customer Satisfaction and Customer Loyalty in The Lion Air. The Subjects in this study are consumers who have used the services of airlines Lion Air. The object of this research is the Lion Air. The number of samples used in this study is 150 respondents. Sampling research method used in this research is purposive sampling, as the sampling technique and data collection techniques using questionnaires. The data were processed by simple linear regression using IBM SPSS statistics 21 software.
The result of the analysis shows that Service Quality has positive and significant effect to Customer Satisfaction, Customer Satisfaction has Positive and Significant Influence on Customer Loyalty, Customer Satisfaction has positive and significant effect to Company Image, Corporate Image has positive and significant influence to Customer Loyalty and Customer Satisfaction can influence not directly to Customer Loyalty through Corporate Image