ANALISIS PENGARUH SERVICE QUALITY, CONSUMER INNOVATIVENESS dan SERVICE SWITCHING COST TERHADAP SERVICE LOYALTY MELALUI SERVICE SATISFACTION PADA PENGGUNA MASKAPAI GARUDA INDONESIA di SURABAYA

Abstract

At present, air transportation has become the basic necessity of every person who wants to travel far or near, whether for business trip or leisure, thus causing tight competition between the airlines with each other in order to provide the best service to its customers and make the high mobility of air transportation. PT. Garuda Indonesia is a well-known airline of history and reputation among airlines, PT. Garuda Indonesia is an Indoneisa airline that has the concept of being a full service airline airline company. To be able to maintain its quality, PT. Garuda Indonesia needs to conduct an evaluation of its customers in order to improve deficiencies and upgrading the quality that has been maintained in order to keep customer satisfaction. This study is aimed at analyzing the influence of Service Quality, Consumer Inovativeness and Service Switching Cost on Service Loyalty through Service Satisfaction on Garuda Indonesia Airlines users in Surabaya. The sample used in this research is in men and women who use Garuda Indonesia service last year, age 18 - 60 years and using 210 respondents. For processing and analyzing data in this research is by using AMOS 22.0 as a software to process data