Anteseden Customer Loyalty Pada Low Cost Carrier Airline

Marcella Harlan
Journal article Jurnal Manajemen dan Pemasaran Jasa • March 2015

Abstract

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

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Journal

Jurnal Manajemen dan Pemasaran Jasa

Jurnal Manajemen dan Pemasaran Jasa diterbitkan oleh Lembaga Penerbit Fakultas Ekonomi dan Bisnis... see more