Proceedings of the 18th International Symposium on Management (INSYMA 2021)

The Effect of Price, Service Quality, Customer Satisfaction and Image on Customer Loyalty on the Lion Air Indonesia Airline

Authors
Violinne Antpnetha Dotulong, Erna Andajani, Siti Rahayu
Corresponding Author
Erna Andajani
Available Online 29 June 2021.
DOI
https://doi.org/10.2991/aebmr.k.210628.017How to use a DOI?
Keywords
price, service quality, customer satisfaction, image, customer loyalty
Abstract

This study aims to determine and analyze the effects of price, service quality, customer satisfaction, and image on customer loyalty with the research object of Lion Air Indonesia. The type of research is basic research that uses 5 variables: price, service quality, customer satisfaction, image, and customer loyalty. This study uses primary data by distributing questionnaires online. The sample used in this study was 250 respondents. While the data processing method in this study uses the IBM SPSS and AMOS 22.0 software to perform model tests (measurement models and structural models) and hypothesis testing. The results of this study indicate that price and service quality have a positive and significant effect on customer satisfaction. Customer satisfaction has a positive and significant effect on the image. Meanwhile, customer satisfaction and image have no effect on customer loyalty and service quality has a positive and significant effect on customer loyalty.

Copyright
© 2021, the Authors. Published by Atlantis Press.
Open Access
This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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Volume Title
Proceedings of the 18th International Symposium on Management (INSYMA 2021)
Series
Advances in Economics, Business and Management Research
Publication Date
29 June 2021
ISBN
978-94-6239-400-1
ISSN
2352-5428
DOI
https://doi.org/10.2991/aebmr.k.210628.017How to use a DOI?
Copyright
© 2021, the Authors. Published by Atlantis Press.
Open Access
This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

Cite this article

TY  - CONF
AU  - Violinne Antpnetha Dotulong
AU  - Erna Andajani
AU  - Siti Rahayu
PY  - 2021
DA  - 2021/06/29
TI  - The Effect of Price, Service Quality, Customer Satisfaction and Image on Customer Loyalty on the Lion Air Indonesia Airline
BT  - Proceedings of the 18th International Symposium on Management (INSYMA 2021)
PB  - Atlantis Press
SP  - 98
EP  - 102
SN  - 2352-5428
UR  - https://doi.org/10.2991/aebmr.k.210628.017
DO  - https://doi.org/10.2991/aebmr.k.210628.017
ID  - Dotulong2021
ER  -