Proceedings of the Tarumanagara International Conference on the Applications of Social Sciences and Humanities (TICASH 2019)

The Effect of Service Quality, Price, Customer Satisfaction on Customer Loyalty of AirAsia Customers

Authors
David Clinton Hutagaol, Rezi Erdiansyah
Corresponding Author
David Clinton Hutagaol
Available Online 20 May 2020.
DOI
https://doi.org/10.2991/assehr.k.200515.063How to use a DOI?
Keywords
service quality, price, customer satisfaction, customer loyalty
Abstract
This research aimed to explain the effect of service quality, price, and customer satisfaction on customer loyalty AirAsia airline customers. This research was conducted by distributing questionnaires to customer who had been used AirAsia airline service. Data processed using Lisrel 22 application with SEM (Structural Equation Model) technique. Total respondents in this research were 206 respondents, which male respondents were 108 respondents, and female respondents were 98 respondents. The results of research were service quality has positive influence on customer satisfaction, price has positive influence on customer satisfaction, service quality has positive influence on customer loyalty, price has positive influence on customer loyalty, and customer satisfaction has positive influence on customer loyalty. From the result that price was the most influence on customer satisfaction. And based on three variables (service quality, price, and customer satisfaction), customer satisfaction is the most influence on customer loyalty.
Open Access
This is an open access article distributed under the CC BY-NC license.

Download article (PDF)

Cite this article

TY  - CONF
AU  - David Clinton Hutagaol
AU  - Rezi Erdiansyah
PY  - 2020
DA  - 2020/05/20
TI  - The Effect of Service Quality, Price, Customer Satisfaction on Customer Loyalty of AirAsia Customers
BT  - Proceedings of the Tarumanagara International Conference on the Applications of Social Sciences and Humanities (TICASH 2019)
PB  - Atlantis Press
SP  - 356
EP  - 362
SN  - 2352-5398
UR  - https://doi.org/10.2991/assehr.k.200515.063
DO  - https://doi.org/10.2991/assehr.k.200515.063
ID  - Hutagaol2020
ER  -