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Analysis of customer satisfaction on selecting value airlines in Soekarno-Hatta airport (case study: PT. Citilink)

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Service quality is one of the key factors in determining the success or failure of airlines industry. In order to gain and sustain competitive advantage in the market, it is essential to understand in depth what customer perceives to be the key dimensions of service quality and the impacts of this on the customer satisfaction, and customer loyalty. rnThe purpose of this research is to study and analyze the influencing factors of customer satisfaction and its impact on customer loyalty in PT CITILINK (customers become more loyal and increase their usage of services).rnThe primary data is obtained by using the questionnaires to 200 customers of PT CITILINK. The data is analyzed using regression analysis and other statistical analysis to test the hypotheses. rnFinding of this research is that the most significant factors in influencing customer satisfaction is Assurance followed by Responsiveness, Tangible, Reliability, and Price, while Empathy factor is found to be the less influence factor. Other finding suggests that satisfaction significantly affects the customer loyalty in PT.CITILINK.rnThe result is used to address the market environment of PT.CITILINK and future recommendation based on the study.

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Availability

B01825

(Rack Thesis)

Available

Detail Information

Series Title

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Call Number

1825

Publisher

: Swiss German University., 2015

Collation

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Language

English

ISBN/ISSN

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Classification

NONE

Content Type

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Media Type

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Carrier Type

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Edition

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Subject(s)

Customer loyalty
Customer satisfaction
Service quality
Airlines
BAH

Specific Detail Info

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Statement of Responsibility

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