The Effect of Service Quality, Perceived Value on Customer Satisfaction and Loyalty of Garuda Indonesia Airline Passengers

DOI

10.2991/assehr.k.201209.026How to use a DOI?

Keywords

Service Quality, Perceived Value, Customer Satisfaction, Customer Loyalty

Abstract

This study aims to examine the effect and implications of Service Quality and Perceived Value on Customer Satisfaction and Loyalty of Garuda Indonesia airline passengers. Data were obtained from 200 respondents using the non-probability sampling method and processed with the SmartPLS 3 program. The results showed that 1) Service Quality has a significant effect on Customer Loyalty, 2) Perceived Value has a significant effect on Customer Satisfaction, 3) Service Quality has a significant effect on Customer Satisfaction, 4) Perceived Value has a significant effect on Customer Satisfaction, 5) Customer Satisfaction has a significant effect on Customer Loyalty, 6) Service Quality has a significant effect on Customer Loyalty through Customer Satisfaction, 7) Perceived Value has a significant effect on Customer Loyalty through Customer Satisfaction, and 8) Service Quality, Perceived Value and Customer Satisfaction simultaneously affect Customer Loyalty.

Copyright

© 2020, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Felga Lopentus
AU  - Rezi Erdiansyah
PY  - 2020
DA  - 2020/12/12
TI  - The Effect of Service Quality, Perceived Value on Customer Satisfaction and Loyalty of Garuda Indonesia Airline Passengers
BT  - Proceedings of the 2nd Tarumanagara International Conference on the Applications of Social Sciences and Humanities (TICASH 2020)
PB  - Atlantis Press
SP  - 188
EP  - 196
SN  - 2352-5398
UR  - https://doi.org/10.2991/assehr.k.201209.026
DO  - 10.2991/assehr.k.201209.026
ID  - Lopentus2020
ER  -