Pengaruh Faktor Afeksi dan Kualitas Layanan Terhadap Kepuasan Pelanggan pada Program Garuda Frequent Flyer (GFF) PT. Garuda Indonesia Cabang Surabaya (Study Kasus di PT. Arkananta Tour and Travel)

Soetanto, Ivana Puspita (2012) Pengaruh Faktor Afeksi dan Kualitas Layanan Terhadap Kepuasan Pelanggan pada Program Garuda Frequent Flyer (GFF) PT. Garuda Indonesia Cabang Surabaya (Study Kasus di PT. Arkananta Tour and Travel). Undergraduate thesis, Universitas Katolik Darma Cendika Fakultas Ekonomi.

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Official URL: http://repositori.ukdc.ac.id/

Abstract

Competition in the business of air transportation services at the present time is growing rapidly. Many airlines participate enliven this business and compete for customers who are as much a variety of ways and strategies. One of the efforts undertaken Garuda Indonesia is to launch the service program Garuda Frequent Flyer (GFF) which is a loyalty program for users of Garuda services. The purpose of this study was to determine the influence of affective factors and the simultaneous quality of service levels of customer satisfaction on the program of Garuda Frequent Flyer by PT Garuda Indonesia Surabaya branch. In addition, to find out where the most dominant aspects that affect customer satisfaction in the service of PT Garuda Indonesia Surabaya branch from the Frequent Flyer program. The population in this study is the customers or the members of Garuda Frequent Flyer (GFF) at PT. Arkananta Tours and Travel to the number of respondents as many as 100 people. The analytical method used is multiple linear regression. Testing the hypothesis using the F test and t test on the real level 5%. The results showed that the affection and the quality has a positive influence on customer satisfaction with service of GFF from PT. Garuda Indonesia Surabaya Branch. Ftest results proved that the affective variables (X1) and quality (X2) simultaneously significant effect on customer satisfaction, where the value of Fcount > Ftable ie 61.414 > 3:09. Whereas the t test method proved that all the independent variables, namely the partial affection and quality has a significant influence on customer satisfaction, where the affective variables (X1) tcount > ttable is 5.809 > 1.985 and the significance level 0 < 0.025, variable quality (X2) tcount > ttable is 2.359 > 1.985 and a significance level 0.020 < 0.025. Affective variables which are the most dominant variables affecting the customers satisfaction.

Item Type:

Thesis (Undergraduate)

Contributors: