Analysis of Service Quality and Customer Satisfaction, and Its Influence on Customer Loyalty.

ANALYSIS OF SERVICE QUALITY AND CUSTOMER SATISFACTION, AND ITS INFLUENCE ON CUSTOMER LOYALTY.

(Passengers Survey of Domestic Full Service Airlines Company “Garuda Indonesia” in Indonesia)

Mohamad Rizan
Management Department of Economics Faculty, State University of Jakarta, Indonesia [e-mail] ABSTRACT

The aims of research are : 1) Analyzing service quality, customer satisfaction and loyalty of full service airlines company (Garuda Indonesia) in Indonesia, and 2) Testing hypothesis on the influence service quality and customer satisfaction on customer loyalty of full service airlines company in Indonesia. Unit of observation are 160 passengers of ten profitable domestic routes of full service airlines company (Garuda Indonesia) in Indonesia, such as; Jakarta-Surabaya, Jakarta-Makassar, Jakarta-Denpasar, Jakarta-Medan, Jakarta-Yogyakarta, Jakarta-Manado, Jakarta-Padang, Jakarta-Pekanbaru, Palembang, and Jakarta-Banjarmasin. Design of research is ex post facto (non-experimental), type of research are descriptive and explanatory survey, sampling technique is convenience sampling, and method of analysis is structural equation modeling (SEM). The results of descriptive research are : 1) service quality performance of full service airlines (Garuda Indonesia) is 88.76 % (consists of; reliability is 88.07 %, responsiveness is 86.76 %, assurance 87.39 %, emphaty is 90.52 %, tangible is 91.05 %); 2) customer satisfaction performance of full service airlines (Garuda Indonesia) is 80.15% (consists of; service quality 86.76 %, product quality is 81.37 %, price is 85.05 %, personal factor is 67.97 %, situational factor is 79.58 %); 3) customer loyalty performance of full service airlines (Garuda Indonesia) is 85.46 % (consists of; cognitive loyalty is 89.95 %, affective loyalty is 89.46 %, conative loyalty is 82.35 %, action loyalty is 80.07 %). The results of explanatory research are; 1) Simultaneously, service quality and customer satisfaction

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