AN ANALYSIS OF SERVICE QUALITY TOWARD THE CONSUMERS’ LOYALTY IN THE USAGE OF AIR TRANSPORTATION OF GARUDA INDONESIA WITH PADANG – JAKARTA ROUTE

Abstract

This research aims to prove empirically the quality analysis of airline service which was measured by tangible, reliability, responsiveness, assurance and empathy toward the consumers’ loyalty in the usage of air transportation of Garuda Indonesia route Padang – Jakarta. In this research used 120 respondents that have ever been used the air transportation service of Garuda Indonesia. The type of this research used primary data by distributing the questioner. In this research used two variable categories. First, independent consisted of tangible, reliability, responsiveness, assurance and empathy. Second, dependent variables are consumers’ loyalty. In order to process of data used qualitative method by using regression method and t-statistical test. Based on the result of the research stated that tangible, reliability, and empathy did not have significant influence toward the consumers’ loyalty in the usage of air transportation service of Garuda Indonesia, while responsiveness, and assurance have influence significant toward consumers’ loyalty in the usage of air transportation service of Garuda Indonesia with Padang – Jakarta route. Key words: service quality and consumers’ loyalty