Pengaruh Kualitas Pelayanan terhadap Loyalitas Pelanggan pada Perusahaan Penerbangan Full Service Airlines
DOI:
https://doi.org/10.54324/j.mtl.v1i2.15Abstract
Tujuan dari studi adalah untuk mengidentifikasi pengaruh kualitas pelayanan terhadap loyalitas pelanggan pada PT. Garuda Indonesia khususnya pada kantor penjualan cabang Emporium Pluit Mall Jakarta periode Maret sampai dengan April 2012. Ada dua metode yang digunakan dalam penelitian ini. Pertama metode pengumpulan data yang diambil di lapangan/survey dan metode studi literatur. Kedua, analisis data dengan menggunakan skala likert, analisa regresi, analisa koefisien determinasi, dan uji hipotesis. 100 responden dilibatkan dalam studi ini dan hasilnya menunjukkan, hubungan yang kuat. Hasil uji hipotesis didapat t hitung> t tabel (8.4009 > 1.020) yang berarti H0 ditolak, H1 diterima. Artinya ada hubungan signifikan antara variabel kualitas (X) dan variabel loyalitas pelanggan (Y).
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2014-07-07
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