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All Journal E-Journal of Tourism E-Jurnal Ekonomi dan Bisnis Universitas Udayana E-Jurnal Akuntansi Universitas Udayana E-Jurnal Manajemen Universitas Udayana
Ni Made Asti Aksari
Fakultas Ekonomi Dan Bisnis Universitas Udayana
Arts Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education

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Journal : E-Jurnal Ekonomi dan Bisnis Universitas Udayana

 1 
PERAN KEPUASAN PELANGGAN MEMEDIASI KUALITAS LAYANAN TERHADAP LOYALITAS PELANGGAN PADA PT. AIRASIA INDONESIA Anak Agung Ayu Ratna Maheswari; Ni Made Asti Aksari
E-Jurnal Ekonomi dan Bisnis Universitas Udayana VOLUME.08.NO.03.TAHUN 2019
Publisher : Fakultas Ekonomi dan Bisnis Universitas Udayana

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (1008.328 KB) | DOI: 10.24843/EEB.2019.v08.i03.p05

Abstract

The amount of activities that requires airline services demands airline companies to provide good quality services to create satisfied and loyal consumers. The purpose of this study is to explain the effect of service quality on customer satisfaction and customer loyalty, the effect of customer satisfaction on customer loyalty, and to explain the mediating role of customer satisfaction in the effect of service quality on customer loyalty of AirAsia airline. Through purposive sampling method, this study uses a sample of 130 AirAsia customers at Ngurah Rai International Airport and Denpasar City, data was collected using questionnaire with a five-point Likert scale to measure 13 indicators, and analysed using path analysis. The result shows that service quality have a positive effect on customer satisfaction and their loyalty on AirAsia airline, customer satisfaction have a positive effect on customer loyalty on AirAsia airline, and customer satisfaction mediates the effect of service quality towards customer loyalty on AirAsia airline. We recommend for AirAsia to pay close attention to the quality of its services by controlling its flight schedule punctuality to satisfy its customers, which in turn will become loyal customers of AirAsia airline.
Co-Authors AA Gd Agung Rahma Putra Anak Agung Ayu Ratna Maheswari Carissa Lorens Marchia Raharja I Komang Gde Bendesa I Made Dandy Adi Pradana I Made Satya Yoga Dharma I Putu Widya Artana Ida Bagus Putu Asdhi Setiawan Kadek Ayu Arisma Dewi Made Fajar Fernando Made Pramana Putra Ni Ketut Eugenia Shara Devi Ni Made Aprilia Dea Cahyani Ni Made Puspa Dewi Ni Nyoman Rsi Respati Ni Putu Indah Pradnyaswari Nia Anjani Putu Angga Agusta Bimartha Sabar Robintang Saragih Satya Pariana Buditama Yohan Hardy Chandra