Analisis Pengaruh Perceived Control, Performance, Convenience, Dan Efficiency Terhadap Satisfaction Dan Loyalty Melalui Confidence Benefit Dan Special Treatment Benefit Pada Pelanggan Online Citilink Surabaya

Abstract

PT. Citilink Indonesia is a company engaged in air transportation services. Citilink is included in the category given low cost. Besides that Citilink also invites those who are very concerned and prioritize passenger safety programs, it's no wonder the Citilink has become one of the things offered by the Indonesian people. The effect of control, performance, comfort, and efficiency on satisfaction and loyalty through trust benefits and special maintenance benefits for Citilink customers in Surabaya. The expected benefits of this study add to the repertoire of knowledge in the field of management, which increases satisfaction, increases loyalty which will ultimately increase the actual purchase of the company PT Citilink. This research is a causal study. The research method used is a quantitative method by processing data using AMOS. Data collection was done by collecting questionnaires to 120 respondents with characteristics of male and female respondents aged 18-60 years, having purchased tickets online at Citilink, finding out Citilink tickets had affordable prices. The results showed that the perceived variables had a significant positive effect on the trust benefits with a regression coefficient of 0.291; performance variables have a significant positive effect on the benefits of trust with a regression coefficient of 0.468; convenience variables have a significant positive effect on the benefits of special care with a regression coefficient of 0.519; efficiency variable has a significant positive effect on the benefits of special care with a regression coefficient of 0.423; benefit trust variable has a significant positive effect on satisfaction with a regression coefficient of 0.406; variable trust benefits have a significant positive effect on loyalty with a regression coefficient of 0.311; Special treatment variables have a significant positive effect on satisfaction with a regression coefficient of 0.370; the benefits of special treatment variables have a significant positive effect on loyalty with a regression coefficient of 0.280; satisfaction variable has a significant positive effect on loyalty with a regression coefficient of 0.290