ANTESEDEN CUSTOMER LOYALTY PADA LOW COST CARRIER AIRLINE

Marcella Harlan

Abstract


The background of this research was Customer loyalty as a competitive advantage in service
industry.The design of this research applies a survey toward unit of analysis on Low Cost Carrier
Airline to interview the passanger for testing hypothesis. Meanwhile the required data consist of
five variables; Recovery Satisfaction, Corporate Social Responsibility, Customer Trust, Customer
Loyalty. The aggregate numbers of customer being respondent of the study are 200. Data analysis
used in this research was consists of Path Method by AMOS 22.0 as software. The result of this
research conclude that variable of Recovery Satisfaction, Corporate Social Responsibility has
positive effect to Customer Trust; Recovery Satisfaction, Corporate Social Responsibility has positive
effect to Customer Loyalty; and Customer Trust has positive effect to Customer Loyalty.
Keywords: Service Recovery Satisfaction, Corporate Social Responsibility, Customer Trust,
Customer Loyalty, Low Cost Carrier Airline.


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DOI: http://dx.doi.org/10.25105/jmpj.v8i1.1405

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