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Analysis of The Implementation of Service Strategy in The Indonesian Aviation Industry

International Journal of Economics and Management Studies
© 2019 by SSRG - IJEMS Journal
Volume 6 Issue 9
Year of Publication : 2019
Authors : Sujana
10.14445/23939125/IJEMS-V6I9P110
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How to Cite?

Sujana, "Analysis of The Implementation of Service Strategy in The Indonesian Aviation Industry," SSRG International Journal of Economics and Management Studies, vol. 6,  no. 9, pp. 94-97, 2019. Crossref, https://doi.org/10.14445/23939125/IJEMS-V6I9P110

Abstract:

This study aims to determine (1) The effect of perception of service quality on customer satisfaction, (2) The effect of customer value perception on customer satisfaction (3) And the impact of customer satisfaction on customer loyalty.
This study uses the independent variables of service quality perception, customer value perception, and the dependent variable of customer satisfaction and customer loyalty. The sample method used in this study is the Roscoe method and the Analysis Tool used in this study is AMOS version 23. With the number of 200 respondents selected are people who have used all flight services in Indonesia.
Based on the results of the study, it can be concluded that there are three hypotheses that have a positive and significant influence, namely:The first hypothesis is the perception of service quality and customer satisfaction has an influence and significant with the results of the t-test of 4.039 greater than t-table.
The second hypothesis is the perception of customer value on customer satisfaction has an influence with a negative t-test that is equal to -1.529 smaller than t-table. The third hypothesis is customer satisfaction Customer loyalty has a positive and significant impact with the t-test result of 4.039 greater than t-table.

Keywords:

Service Quality, Customer Value, Customer Satisfaction, Customer Loyalty.

References:

[1] Kotler, P. (2009). Marketing Management. (Translation) Volume 9. PT. Prehallindo, Jakarta.
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[3] Keller and Gary, A.(2012). Principles of Marketing. Twelfth Edition, Volume One, Erlangga, Jakarta.
[4] Lupiyoadi, R. (2014). Competency Based Service Marketing Management. 3rd edition. Jakarta: Salemba Empat.
[5] Tjiptono, F. (2014). Service Marketing - Principles, Implementation and Research, Andi Offset, Yogyakarta