Anik Lestari, Isna Ayu Safitri
The aim of this study is to analyse and discuss the effect of service quality on the loyalty of Garuda Indonesia passengers with satisfaction as a mediation variable. The research design in this study was conclusive research with a causal research approach in order to produce evidence of a causal relationship. The research design was used in order to understand whether there was an influence of service quality on loyalty with satisfaction as a mediation variable. The population in this study was Garuda Indonesia passengers in Ciputra world, city of tomorrow, Graha Bumi Surabaya. The sample consisted of 110 respondents. This research used a path analysis technique. There is a significant influence of the service quality on satisfaction for passengers of the Garuda Indonesia aircraft. In addition, there is a significant relationship between satisfaction and the loyalty of the passengers of Garuda Indonesia and also a significant influence of service quality on loyalty in passengers of Garuda Indonesia. This study enriches the empirical research regarding customers' satisfaction with the aviation industry. © 2020 Primrose Hall Publishing Group.
Universitas Negeri Surabaya, Surabaya, Indonesia
