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THE INFLUENCE OF SERVICE QUALITY AND CUSTOMER SATISFACTION THROUGH CUSTOMER LOYALTY (STUDY CASE LIONAIR AIRLINE, INDONESIA)
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. Lion Air is an airline that is not less competitive with other airlines. In addition to the
low price, there are more Lion Air enthusiasts compared to other aircraft. Even Lion Air airline
is classified as a middle class above airline. The purpose of conducting this research is to gather
the information that will be created to analyze the effect of service quality and customer
satisfaction to customer loyalty in Lion Air 2019. In this research, the method used was
quantitative and Hair theory. The sample in this study was 260 respondents. This journal used a
multiple regression test. The results showed that Service Quality and Customer Satisfaction had
a positive influence on Customer Loyalty by 21.1% and the rest were influenced by other
factors.
Rizkiyah Ulfah - Personal Name
Ahmad Fikri Amin - Personal Name
Juliater Simarmata - Personal Name
Yulianti Keke - Personal Name
Siska Amonalisa - Personal Name
Ahmad Fikri Amin - Personal Name
Juliater Simarmata - Personal Name
Yulianti Keke - Personal Name
Siska Amonalisa - Personal Name
digital
2622-5778
NONE
electronic file
English
ITL Trisakti
2020
Jakarta
GROSTLOG 2020
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