Pandjaitan, Dorothy Rouly H. (2017) Effect of Service Quality on Customer Satisfaction and Loyalty Sultan Iskandar Muda International Airport Aceh Indonesia as the World’s Best Airport for Halal Travellers. In: 2ND SHIELD CONFERENCE 2017, 18-20 September 2017, Bandar Lampung.

Text Effect of Service Quality on Customer Satisfaction and Loyalty Sultan Iskandar Muda International Airport Aceh Indonesia as the Worlds Best Airport for Halal Travellers.docx Download (1MB)

Abstract

Abstract Purpose - This paper aims to identify and analyze the effect of service quality on customer satisfaction and customer loyalty. This journal analyzing the influence of the quality of existing services to customer satisfaction on the quality of such services and simultaneously to test the influence of the service quality on customer loyalty. Design methodology / approach - The tools used to collect information on this research is the survey addressed to the respondent who has been to Sultan Iskandar Muda International Airport. The analysis tool used is a simple linear regression service quality to customer satisfaction and customer loyalty. Findings - The findings in this paper confirm that the quality of service has positive and significant influence on satisfaction and in terms of customer loyalty. Based on the theoretical view, the meningkatnyaa quality of service will improve customer satisfaction and customer loyalty Sultan Iskandar Muda International Airport as the World’s Best Airport for Halal Travellers Limitation of the study - the main limitation of this study is that the sample used only of visitors who have been to Sultan Iskandar Muda International Airport as the World’s Best Airport for Halal Travellers without considering variables in addition to service quality, customer satisfaction and customer loyalty. The practical implications - From this journal can be concluded that, by improving service quality factors can increase customer satisfaction and customer loyalty. This is consistent with research that shows the quality of service has a positive and significant impact on customer satisfaction and customer loyalty. Social Implications - In this journal, are finding that to make a product both goods and services, quality of service has a great influence in improving customer satisfaction and loyalty. The Company shall have the right strategy to meet customer needs in order to create customer satisfaction so that also create customer loyalty for repeat purchases ensued and recommend products to other customers so that marketing can be said to be effective. Keywords: Service Quality, Customer Satisfaction, Customer Loyalty

Item Type:	Conference or Workshop Item (Paper)
Subjects:	A General Works > AC Collections. Series. Collected works
Divisions:	Fakultas Ekonomi dan Bisnis (FEB) > Prodi Manajemen
Depositing User:	Dr DOROTHY ROULY PANDJAITAN
Date Deposited:	16 Nov 2017 07:07
Last Modified:	16 Nov 2017 07:07
URI:	http://repository.lppm.unila.ac.id/id/eprint/4398

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