Comparison of Power Influence Factors Shaping Loyalty Indonesian Domestic Airlines
Riandarini, Reni Heviandri
Yuliati, Lilik Noor
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Passenger perception of the quality of airline service LFA lower than the FSA for airline passengers pay the ticket realized with relatively cheaper rates. This study airned to analyze the differences in causality between variables expected to affect the flight of custonrer loy'alty. By using Structural Equation Modeling (SEM) this paper exarnines the relationship causal constructs quality ofservice, price, and satisfaction, to the irnage as rvell as customer loyalty and LFA. FSA flight. The results indicate that there are differences in causality between custonler loyalty nrodels of FSA with LFA. The quality of service and price together create satisfaction and encourage the creation of a good inrage in the minds of passengers FSA and LFA. Quality of service has a greater influence on satisfaction than the price effect and the direct effect on the irrage quality of service is greater than its indirect effect through satisfaction. FSA found that customer satisfaction does not encourage loyalty, customer satisfaction LFA opposite eff-ect on passenger lo1'alty.