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All Journal Jurnal Manajemen Atma Jaya Journal of Business Studies and Management Review Jurnal Pengabdian Masyarakat Charitas
Lembana, Devi Angrahini Anni
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Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Engineering Industrial & Manufacturing Engineering Social Sciences

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COULD SATISFACTION ON THE AIRLINE’S SERVICE QUALITY (AIRQUAL) MAKE LION AIR’S CUSTOMERS TRUST AND BECOME LOYAL TO THE AIRLINE COMPANY? Lembana, Devi Angrahini Anni; Valucy, Reina
Jurnal Manajemen Vol 15 No 2 (2018): Jurnal Manajemen
Publisher : Fakultas Ekonomi dan Bisnis Universitas Katolik Indonesia Atma Jaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (406.057 KB) | DOI: 10.25170/jm.v15i2.470

Abstract

The Indonesian public interest in using the service flights as their means of transportation is remarkably growing according to Indonesia Investment data in 2017. People tend to use service flights because of Indonesia’s unique geographical nature and airline tickets becomes increasingly affordable as the growth low-cost carrier. The purpose of this research is to investigate the role of customer satisfaction toward the airline’s service quality (AIRQUAL) in effecting trust and loyalty. The study was directly conducted by collecting primary data by randomly distribute 252 questioners to respondents that were boarding gate terminal 1A and 1B at the Soekarno Hatta International Airport. Hypotheses were then statistically tested using structural equation model. The results of this research show that satisfaction can make customer whose satisfied with the quality of the airline service become loyal to Lion Air. On the contrary, satisfaction cannot make the customer trust Lion Air as an airline company, even though they already satisfied with the quality of airline service.
Sharing Session pada Kegiatan Immersion sebagai Wadah Pertukaran Pengetahuan Kewirausahaan Triyanti, Vivi; Lembana, Devi Angrahini Anni
Jurnal Pengabdian Masyarakat Charitas Vol. 4 No. 01 (2024): Jurnal Pengabdian Masyarakat Charitas Juni 2024
Publisher : Program Studi Teknik Industri, Fakultas Teknik, Universitas Katolik Indonesia Atma Jaya Jakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25170/charitas.v4i01.5503

Abstract

An immersion is an intensive activity in which participants are fully involved in a particular environment or context for a short or limited period of time. In the entrepreneurship immersion arranged by Atma Jaya Incubator Business, one of the activities is a sharing session which is a presentation of material and discussion between Atma Jaya Catholic University of Indonesia (Unika Atma Jaya) and Universiti Teknologi Malaysia (UTM) students. There were three keynote speakers from Atma Jaya and UTM who provided material, The three speakers shared about the use of technology in developing entrepreneurship in both countries, as well as sharing about the use of technology in various community service activities in Unika Atma Jaya. This sharing session activity had a positive impact in increasing students' knowledge, both regarding entrepreneurship and the culture of entrepreneurship from both countries.
The INFLUENCE OF SERVICE QUALITY AND OPPORTUNISM ON PATIENT LOYALTY MEDIATED BY TRUST Efendi; Soelasih, Yasintha; Lembana, Devi Angrahini Anni
Journal of Business Studies and Management Review Vol. 8 No. 2 (2025): JBSMR, Vol 8 No.2 June 2025
Publisher : Management Department, Faculty of Economics and Business, Universitas Jambi

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22437/jbsmr.v8i2.42674

Abstract

The research looked at the effect of service quality and opportunism on patient loyalty mediated by trust. Sampling was done by probability sampling. The number of samples drawn is 443 from 2 hospitals in Jakarta and Karawaci, Indonesia. The results show that service quality influences customer loyalty directly and indirectly through mediating customer trust, while opportunism either directly or indirectly mediated customer trust does not affect customer loyalty. The study contributed to the theory by confirming a shorter path of service quality – trust – loyalty in healthcare service.
Co-Authors EFENDI Valucy, Reina Vivi Triyanti Yasintha Soelasih