analysisofservicequalityandcustomersatisfaction,.docVIP

ANALYSIS OF SERVICE QUALITY AND CUSTOMER SATISFACTION, AND ITS INFLUENCE ON CUSTOMER LOYALTY. (Passengers Survey of Domestic Full Service Airlines Company “Garuda Indonesia” in Indonesia) Mohamad Rizan Management Department of Economics Faculty, State University of Jakarta, Indonesia dr_rizan@ ABSTRACT The aims of research are : 1) Analyzing service quality, customer satisfaction and loyalty of full service airlines company (Garuda Indonesia) in Indonesia, and 2) Testing hypothesis on the influence service quality and customer satisfaction on customer loyalty of full service airlines com