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

Abstract


Abstrak
Penelitian ini dilakukan untuk menganalisa pengaruh faktor Perceived
Quality, Perceived Value, Customer Satisfaction, dan Customer Trust terhadap
Customer Loyalty AirAsia Indonesia dengan menggunakan metode kuantitatif
melalui penyebaran kuesioner sebanyak 100 kepada masyarakat Indonesia
khususnya konsumen AirAsia Indonesia. Hasilnya hanya variabel Perceived
Quality memiliki hubungan yang positif dan signifikan terhadap loyalitas
konsumen AirAsia Indonesia.
Kata kunci:
Perceived Quality, Perceived Value, Customer Satisfaction, Customer Trust,
Customer Loyalty.
Abstract
The purpose of this research is to analyze the effects of Perceived Quality,
Perceived Value, Customer Satisfaction, and Customer Trust on Customer
Loyalty of AirAsia Indonesia airlines consumers by using a quantitave method
and distributing 100 questionnaires to Indonesian peoples especially AirAsia
Indonesia consumers. The results show that only Perceived Quality have positive
and significant influences on Customer Loyalty.
Keywords :
Perceived Quality, Perceived Value, Customer Satisfaction, Customer Trust, ,
Customer Loyalty.


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