ANTESEDEN CUSTOMER LOYALTY PADA LOW COST CARRIER AIRLINE

• Main Author: Marcella Harlan
• Format: Article
• Language: Indonesian
• Published: Universitas Trisakti 2015-03-01
• Series: Jurnal Manajemen dan Pemasaran Jasa
• Online Access: http://www.trijurnal.lemlit.trisakti.ac.id/index.php/jasa/article/view/1405

The background of this research was Customer loyalty as a competitive advantage in service industry.The design of this research applies a survey toward unit of analysis on Low Cost Carrier Airline to interview the passanger for testing hypothesis. Meanwhile the required data consist of five variables; Recovery Satisfaction, Corporate Social Responsibility, Customer Trust, Customer Loyalty. The aggregate numbers of customer being respondent of the study are 200. Data analysis used in this research was consists of Path Method by AMOS 22.0 as software. The result of this research conclude that variable of Recovery Satisfaction, Corporate Social Responsibility has positive effect to Customer Trust; Recovery Satisfaction, Corporate Social Responsibility has positive effect to Customer Loyalty; and Customer Trust has positive effect to Customer Loyalty. Keywords: Service Recovery Satisfaction, Corporate Social Responsibility, Customer Trust, Customer Loyalty, Low Cost Carrier Airline.