TSM Logo
   
   
   

> Elektronik Jurnal Bisnis dan Akuntansi

   
 

JURNAL BISNIS DAN AKUNTANSI
Vol. 14, No. 2a, Is. 4, November 2012, Hlm. 41-50

PENGARUH SERVICE ENCOUNTER, TRUST, RELIABILITY, DAN SATISFACTION TERHADAP LOYALTY

KLEMENS WEDANAJI P

STIE Trisakti
klemens@stietrisakti.ac.id

 

PDF File

Official URL:
http://www.tsm.ac.id/JBA/JBAVOL14/PENGARUH SERVICE ENCOUNTER, TRUST, RELIABILITY, DAN SATISFACTION TERHADAP LOYALTY

ABSTRACT:

The purpose of this study is to analyze the influence of service encounter, trust, reliability, and satisfaction toward loyalty Garuda Indonesia Airlines In Jakarta. This study was also to compare result of the previous research within the research. Data for the study was obtained from the central statistical agency and the ministry of transportation. In this study, the data collection method used was a questionnaire. By respondents are people who use Garuda Indonesia Airlines commute at least 2 times for domestic travel for holiday purposes in the last 1 year and a decision to use the airline Garuda Indonesia as a choice for a vacation. This study uses SPSS 21 as data processing equipment. The research finding can be summarized as follows. First, there are significant service encounter toward Garuda Indonesia airline loyalty. Second, there are significant trust toward Garuda Indonesia loyalty. Third, there are significant reliability toward Garuda Indonesia loyalty. Fourth, there are significant satisfaction toward Garuda Indonesia. And fifth, there are significant service encounter, trust, reliability, and satisfaction toward Garuda Indonesia loyalty.

Keyword :Service Encounter, Trust, Reliability, Satisfaction, Loyalty
 
Peta Situs | Peta Kampus | Kontak
Trisakti School of management
Jl. Kyai Tapa No. 20. Grogol - Jakarta Barat 11440
Telp. 021.5666717 [HUMAS Ext. 260 & 290] Fax. 021.5635480
Copyright © 2009 Trisakti School of Management. All rights reserved.
Official Website :: Trisakti School of Management
Developed By: IT Team