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