PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN DAN LOYALITAS PELANGGAN GARUDA INDONESIA DI DENPASAR

• Main Authors: AA Ayu Atika Paramitha Wendha, I Ketut Rahyuda, I Gst Agung Ketut Gede Suasana
• Format: Article
• Language: English
• Published: Universitas Udayana 2013-07-01
• Series: Jurnal Manajemen, Strategi Bisnis dan Kewirausahaan
• Subjects: service quality; customer satisfaction; customer loyality
• Online Access: http://ojs.unud.ac.id/index.php/jmbk/article/view/6066

The aim of this research is to know the effect of service quality on satisfaction and loyalty on Garuda Indonesia passengers in Denpasar. Respondent of this research at least 17 years old who use the services of Garuda Indonesia at least three times in this year. The number of respondents on this research defined 180 respondents by using sampling technique that is purposive sampling. This research used analysis od Structural Equation Modeling (SEM) with the help of AMOS program. The result of this research showed that the hypothesisare supported : 1) service quality has positive and significant impact on satisfaction, 2) satisfaction has positive and significant impact on loyalty, 3) service quality has positive and significant impact on loyaltyof Garuda Indonesia in Denpasar.