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Pengaruh Kualitas Pelayanan terhadap Loyalitas Pelanggan pada Perusahaan Penerbangan Full Service Airlines
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The objective of the study is to identify the effect of service quality on customer loyalty in
PT. Garuda Indonesia, in particular at Emporium Pluit Mall Jakarta sales branch during
the period from March to April 2012. There are two methods used in the study, the first
is data collection taken from a field survey and literature study while the second is data
analysis conducted through Likert scaling, regression analysis, determinant coefficient
analysis and hypotheses testing. 100 respondents are involved in the study and the result
shows that there is a strong relationship. Hypothesis testing shows that t count> t table (8.4009
> 1.020), therefore is rejected and is retained. As a result, there is a correlation between
service quality (X) and customer loyalty (Y)
NONE
electronic file
Indonesia
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