Samosir, Aaron Albert Maulana and Ardiansyah, Muhril (2015) Analysis of Customer Satisfaction on Selecting Value Airlines in Soekarno – Hatta Airport (Case Study: PT.Citilink). Bachelor thesis, Swiss German University.

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Abstract

Service quality is one of the key factors in determining the success or failure of airlines industry. In order to gain and sustain competitive advantage in the market, it is essential to understand in depth what customer perceives to be the key dimensions of service quality and the impacts of this on the customer satisfaction, and customer loyalty. The purpose of this research is to study and analyze the influencing factors of customer satisfaction and its impact on customer loyalty in PT CITILINK (customers become more loyal and increase their usage of services). The primary data is obtained by using the questionnaires to 200 customers of PT CITILINK. The data is analyzed using regression analysis and other statistical analysis to test the hypotheses. Finding of this research is that the most significant factors in influencing customer satisfaction is Assurance followed by Responsiveness, Tangible, Reliability, and Price, while Empathy factor is found to be the less influence factor. Other finding suggests that satisfaction significantly affects the customer loyalty in PT.CITILINK. The result is used to address the market environment of PT.CITILINK and future recommendation based on the study.

Item Type:	Thesis (Bachelor)
Uncontrolled Keywords:	Airlines; Service Quality; Customer Satisfaction; Customer Loyalty.
Subjects:	H Social Sciences > HE Transportation and Communications > HE9761 Air transportation. Airlines H Social Sciences > HF Commerce > HF5001 Business H Social Sciences > HF Commerce > HF5415 Consumer Behavior H Social Sciences > HF Commerce > HF5415 Consumer Behavior > HF5415.335 Consumer satisfaction
Divisions:	Faculty of Business Administration and Communication > Department of Business Administration
Depositing User:	Atroridho Rizky
Date Deposited:	17 Nov 2020 14:29
Last Modified:	17 Nov 2020 14:29
URI:	http://repository.sgu.ac.id/id/eprint/1463

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