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THE EFFECT OF SERVICE QUALITY AND BRAND IMAGE ON CUSTOMER LOYALTY OF BATIK AIRLINES (DOMESTIC FLIGHT FOR THE PERIOD APRIL 2022 – JUNE 2022)
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This study contains an analysis of the effect of service quality and brand
image on customer loyalty in using Batik Airlines services. Users of Batik Airlines
services make up the study's population. Data were collected using a random
sampling technique, and surveys were given out to Batik Air customers.
Additionally, the research method used is a quantitative method with a multiple
linear regression approach assisted by the Statistical Package for the Social Sciences
(SPSS) program and then analyzed by validity test, reliability test, normality test,
multiple regression analysis, coefficient of determination test (R2), test T, and test F
so that it was found that service quality has a positive and significant effect on
customer loyalty, brand image has a positive and significant effect on customer
loyalty, and brand awareness has a positive and significant impact on customer
loyalty.
Ni Made Lintang Putri Pradnyani - Personal Name
Marcel James Laksmana - Personal Name
Suharto Abdul Majid - Personal Name
Ratna Suminar - Personal Name
Marcel James Laksmana - Personal Name
Suharto Abdul Majid - Personal Name
Ratna Suminar - Personal Name
2622-5778
NONE
electronic file
ITL Trisakti
2022
Jakarta
ISSN: 2622-5778 (online)
Advances in Transportation and Logistics Research
http://proceedings.itltrisakti.ac.id/index.php/altr
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