PENGARUH CUSTOMER SATISFACTION TERHADAP CUSTOMER LOYALTY PADA PEMBELIAN TIKET ONLINE PESAWAT DI SURABAYA

  • Subagiyo Djoyohadikusumo Jurusan Manajemen Fakultas Bisnis dan Ekonomika Universitas Surabaya

Abstract

Tujuan penelitian ini adalah untuk mengetahui pengaruh customer satisfaction  terhadap customer loyalty melaui convenience, trust, payment methods, price fairness dan privacy pada pembelian tiket online. Data yang digunakan dalam penelitian ini bersumber dari data premier, yaitu data yang diperoleh melalui penyebaran kuisioner. Target populasi dalam penelitian ini adalah pembeli tiket pesawat online yang ada di Surabaya yang pernah membeli tiket dalam kurun enam bulan terkahir. Penelitian ini menggunakan  Partial Least Squares (PLS) dengan smartPLS 3.0. Dari hasil penelitian didapatkan hasil bahwa customer satisfaction mempunyai pengaruh yang positif terhadap customer loyalty melalui privacy, artinya apabila pembeli tiket online memiliki persepsi privacy semakin positif maka akan menyebabkan customer satisfcation dan customer satisfaction mempengaruhi customer loyalty.

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Published
2017-09-01
How to Cite
DJOYOHADIKUSUMO, Subagiyo. PENGARUH CUSTOMER SATISFACTION TERHADAP CUSTOMER LOYALTY PADA PEMBELIAN TIKET ONLINE PESAWAT DI SURABAYA. CALYPTRA, [S.l.], v. 6, n. 2, p. Hal. 1222 – 1240, sep. 2017. ISSN 2302-8203. Available at: <http://journal.ubaya.ac.id/index.php/jimus/article/view/1049>. Date accessed: 15 aug. 2018.