Dito Putra Hardanto, . (2025) ANALISIS LOYALITAS PELANGGAN MELALUI KEPUASAN STUDI PADA (PT Garuda Indonesia). Tesis thesis, Universitas Pembangunan Nasional Veteran Jakarta.
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Abstract
The COVID-19 pandemic has had a significant impact on various sectors, including the aviation industry. PT Garuda Indonesia, as the national airline, faces major challenges in maintaining operations and service quality amid declining passenger numbers and severe financial pressures. This study aims to analyze the influence of service quality on customer loyalty, as well as the mediating role of customer satisfaction in the context of PT Garuda Indonesia post-pandemic. This study uses a quantitative approach with a survey method on respondents who have used Garuda Indonesia services. The analysis technique used is Structural Equation Modeling. The results of the study show that service quality has a positive and significant effect on customer loyalty. In addition, customer satisfaction has not been shown to significantly mediate the effect of service quality on loyalty. These findings provide important implications for PT Garuda Indonesia's management to maintain and improve service quality as the main strategy in building customer loyalty during the post-pandemic recovery period.
| Item Type: | Thesis (Tesis) |
|---|---|
| Additional Information: | [No. Panggil : 2310121031] [Pembimbing 1 : Prasetyo Hadi] [Pembimbing 2 :Maria Assumpta W] [Penguji 1 : Miguna Astuti] [Penguji 2 : Prasetyo Hadi] |
| Uncontrolled Keywords: | Customer Satisfaction, Service Quality, Customer Loyalty |
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management H Social Sciences > HE Transportation and Communications |
| Divisions: | Fakultas Ekonomi dan Bisnis > Program Studi Manajemen (S2) |
| Depositing User: | DITO PUTRA HARDANTO |
| Date Deposited: | 27 Aug 2025 02:57 |
| Last Modified: | 27 Aug 2025 04:31 |
| URI: | http://repository.upnvj.ac.id/id/eprint/39418 |
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