ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI KEPUASAN PELANGGAN PEMEGANG GARUDA FREQUENT FLYER TERHADAP FASILITAS PELAYANAN DI PT. GARUDA INDONESIA

Analisis Faktor-Faktor, Yang Kepuasan, Pelanggan Pemegang, Garuda Frequent, Novita Setyowati, Yanti Afianti
2011 Business & Management Journal Bunda Mulia   unpublished
Novita Wahyu Setyowati adalah pengajar pada Universitas Bunda Mulia dengan peminatan dalam bidang Manajemen Sumber Daya Manusia. Yanti Afianti adalah alumnus Program Pasca Sarjana Universitas Krisnadwipayana, Jakarta. Through the results of a survey study of 70 (seventy) of respondents obtained research results, as follows : Tangible, Confidence, Reliability and empathy are considered valid and contribute positively to the value of R-Square = 98% and positive prediction, where the parameter
more » ... e the parameter estimators obtained , and significant. F-count value> F-table or 712.227> 2.557 for α = 0.05. Can be seen that the partial variable Tangible able to give effect to enhance customer satisfaction and are able to contribute positively and can serve as a strong indicator (value of R-Square = 80%). Positive predictions can be viewed via a probe parameters and significant. Value T-count> T-chart or 4.964> 1.7033 for the degrees of freedom (DF) α = 0.05. Confidence can be seen that the partial variables can give effect to enhance customer satisfaction and are able to contribute positively and can serve as a strong indicator (value of R-Square = 68%). Positive predictions can be viewed via a probe parameters and significant. Value T-count 1.7033 for degrees of freedom (DF) α = 0.05. Reliability can be seen that the variable is able to give partial effect to enhance customer satisfaction and are able to contribute positively and can serve as a strong Penulis Abstract
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