ANALISA PENGARUH PERCEIVED QUALITY, PERCEIVED VALUE, CUSTOMER SATISFACTION, DAN CUSTOMER TRUST TERHADAP CUSTOMER LOYALTY DARI KONSUMEN MASKAPAI PENERBANGAN AIRASIA INDONESIA - Christine Linardi Lie; Roni Nofebi Winata; Fransisca Andreani (Jurnal Hospitality dan Manajemen Jasa, 2019)
AbstrakPenelitian ini dilakukan untuk menganalisa pengaruh faktor PerceivedQuality, Perceived Value, Customer Satisfaction, dan Customer Trust terhadapCustomer Loyalty AirAsia Indonesia dengan menggunakan metode kuantitatifmelalui penyebaran kuesioner sebanyak 100 kepada masyarakat Indonesiakhususnya konsumen AirAsia Indonesia. Hasilnya hanya variabel PerceivedQuality memiliki hubungan yang positif dan signifikan terhadap loyalitaskonsumen AirAsia Indonesia.Kata kunci:Perceived Quality, Perceived Value, Customer Satisfaction, Customer Trust,Customer Loyalty.AbstractThe purpose of this research is to analyze the effects of Perceived Quality,Perceived Value, Customer Satisfaction, and Customer Trust on CustomerLoyalty of AirAsia Indonesia airlines consumers by using a quantitave methodand distributing 100 questionnaires to Indonesian peoples especially AirAsiaIndonesia consumers. The results show that only Perceived Quality have positiveand significant influences on Customer Loyalty.Keywords :Perceived Quality, Perceived Value, Customer Satisfaction, Customer Trust, ,Customer Loyalty.