Analisis Pengaruh Firm Image, Price, dan Service Quality Terhadap Customer Satisfaction Maskapai Penerbangan Indonesia

Jonathan, Jonathan (2012) Analisis Pengaruh Firm Image, Price, dan Service Quality Terhadap Customer Satisfaction Maskapai Penerbangan Indonesia. Undergraduate thesis, Universitas Internasional Batam.

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Abstract

Business organizations make considerable use of professional services, it has received less attention in the context of professional business than of other consumer services in general. In this era competition in the airline service competitions among the firms are no longer as easy as before since the competition has lot of born a new firm, this situation make the competition complex. Hence customer satisfaction, and price has become very important to the firm in order to maintain its survival among its competitors. This paper describes a theoretical model for investigating the predictors and its influences on customer satisfaction: Service quality, price, and firm image. The sample in this research is the respondents who have been used the three airlines in Indonesia that Garuda Indonesia, Lion air, and Air Asia. This research has been tested using a sample of 141 respondents in Batam. Data obtained was processed by using SPSS 13. Multiple regression method are used to analyze these data and hypotheses were tested empirically to demonstrate the applicability of the theoretical model. The results indicate that price, service quality, and firm image, have positive effect and can influence the customer satisfaction. Keywords: Customer satisfaction, Service quality, Price, Firm image.

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