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IJSTR >> Volume 4 - Issue 12, December 2015 Edition

International Journal of Scientific & Technology Research  
International Journal of Scientific & Technology Research

Website: http://www.ijstr.org

ISSN 2277-8616

Customer Perception On Products, Pricing, Service Quality, Towards Customer’s Quality Relationships And Loyalty Of Domestic Airlines, Indonesia

[Full Text]






Index Terms: Product, Price, Service Quality, Relationship Quality and Loyalty.



Aviation services industry is an important industry that holds Indonesia. Indonesia has approximately 17 thousand islands scattered with a long coastline over 5,000 kilometers. Air transport is an essential component for connecting approximately 250 million people with a population growth of 1.49 percent annually. Air transport services become business areas that are needed by today's modern society. This study aims to quantify the relationship between customer perceptions on the concept or product, price, service quality and relationship quality on customer loyalty of domestic airline in Indonesia. This study took a sample of 300 respondents. The data analyzed using SEM (Structural Equation Modeling). The results of this study is theoretical findings suggests that the product has a significant positive effect on trust, customer satisfaction and loyalty, but positive effect is insignificant on commitment. The price has significant positive effect on trust, commitment, satisfaction, but positive effect is insignificant on loyalty. Service quality has a significant positive effect on trust, commitment, satisfaction, but positive effect is insignificant on loyalty. Trust has significant positive effect on satisfaction and loyalty. Commitment has significant positive effect on loyalty, but positive effect is insignificant on loyalty. Satisfaction has significant positive effect on satisfaction and loyalty.



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