Pratama, Irfanto Makarim and Hidayat, Nila K. (2017) Measuring Consumer Loyalty Program: An Investigation To Citilink Indonesia Consumers (Case Of Citilink Indonesia In Jakarta). Bachelor thesis, Swiss German University.

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Abstract

This thesis is measurement in which stages the current position of Citilink Indonesia consumer. Finally, it identifies in which stage the loyalty and engagement level of Citilink Indonesia with their customer and it will help them to create a long and strong relationship with ther customer. This thesis using quantitative approach for data collected through questionnaire and qualitative data by in-depth interview, while the secondary data are attained from various text books, journals, and article. The quantitative data was analysing by Big-Doors loyalty framework using SPSS software. The result of this study is show that the current position of Citilink Indonesia customer are in low level, which means that overall each cohort are in low stages which are register and frequency level with the level of engagement in low level. It means that Citilink Indonesia airline I create a long term strategies to increase the level of engagement with their customer.

Item Type:	Thesis (Bachelor)
Uncontrolled Keywords:	Customer loyalty; Passenger Satisfaction; Loyalty Program; Service Quality; Big-Doors loyalty framework
Subjects:	H Social Sciences > HE Transportation and Communications > HE9761 Air transportation. Airlines H Social Sciences > HF Commerce > HF5415 Consumer Behavior
Divisions:	Faculty of Business Administration and Communication > Department of Business Administration
Depositing User:	Astuti Kusumaningrum
Date Deposited:	09 May 2020 13:21
Last Modified:	09 May 2020 13:21
URI:	http://repository.sgu.ac.id/id/eprint/169

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