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All Journal Cakrawala Repositori Imwi
Rizky Ahmad Sya’bana
Pasca Sarjana Universitas Pelita Harapan (UPH), Indonesia
Economics, Econometrics & Finance

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The Influence Of Customer Satisfaction And Trust On Customer Loyalty In Citilink Indonesia Airline Rizky Ahmad Sya’bana; Totok Sugiharto
Cakrawala Repositori IMWI Vol. 7 No. 2 (2024): Cakrawala Repositori IMWI
Publisher : Institut Manajemen Wiyata Indonesia & Asosiasi Peneliti Manajemen Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52851/cakrawala.v7i2.658

Abstract

This study aims to analyze the influence of customer satisfaction on customer loyalty in Citilink Indonesia airline, with customer trust as a mediator variable. The research method employed a quantitative approach with a sample size of 150 respondents gathered through a survey questionnaire distributed to Citilink Indonesia passengers. The study focused on three main variables: customer satisfaction, customer trust, and customer loyalty. Data analysis utilized regression techniques to assess the relationship between customer satisfaction and customer loyalty, as well as the mediating role of customer trust in this relationship. The research findings indicate that customer satisfaction significantly and positively influences customer loyalty. Moreover, customer trust has been proven effective in mediating the relationship between customer satisfaction and customer loyalty.
Co-Authors Totok Sugiharto