PENGARUH NILAI PELANGGAN TERHADAP LOYALITAS PELANGGAN MELALUI KEPUASAN PELANGGAN

Studi Kasus Concordia Executive Lounge Terminal A Bandara International Adisutjipto Yogyakarta

Abstract

The purpose of this study is to analyze and explain: The influence of Customer Value on Customer Satisfaction; The influence of Customer Value on Customer Loyalty; The influence of Customer Satisfaction on Customer Loyalty. This research use explanatory research with quantitative approach. total sample in this research is 100 respondents who are consumers of the Concordia Executive Lounge terminal A Adisutjipto International Airport Yogyakarta who purchased services more than once.

Sample-taking technique used Accidental sampling meanwile the data collection method used questionnaire. Descriptive statistic analysis and path analysis are used to analyze the data. The result of the study shows that there is significant effect from Customers value variable (X) to customer satisfaction (Y1). Customer satisfaction variable has significant effect to customer loyalty variable (Y2). there is significant effect from Customer value variable to Customer loyalty variable (Y2).