ANALISIS PENGARUH PRE-FLIGHT SERVICE QUALITY, INFLIGHT SERVICE QUALITY, DAN POST-FLIGHT SERVICE QUALITY TERHADAP PASSENGER LOYALTY MELALUI PASSENGER SATISFACTION SINGAPORE AIRLINES DI SURABAYA

Abstract

The air transportation industry is increasingly faced with a world of intense competition. This resulted in companies engaged in the aviation and tourism industries doing various ways to be able to attract consumers' attention or even retain consumers. One of the companies engaged in aviation is Singapore Airlines. Singapore Airlines continues to strive to improve the quality of service to consumers, so that with the increase in services Singapore Airlines hopes that this can attract consumer attention to Singapore Airlines and even maintain the loyalty of Singapore Airlines customers. This study aims to analyze the influence of service quality which is divided into pre-flight service quality, in-flight service quality and post-flight service quality on passenger loyalty through passenger satisfaction from Singapore Airlines customers in Surabaya. The sample used in this study is based on data obtained from 105 male and female respondents, adult passengers who are domiciled in Surabaya, and have made flights with Singapore Airlines twice in the past two years. This research uses a quantitative approach with SEM (Structural Equation Model) analysis techniques and AMOS 22.0 software for processing and analyzing data