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227 views6 pages

Cover PDF

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SamatorEdu Team
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NO.

34010388/MAN/ 2019

THE IMPACT OF AIRLINE SERVICE QUALITY TOWARDS


CUSTOMERS REPURCHASE INTENTION IN AIRLINE
INDUSTRY IN INDONESIA WITH BRAND IMAGE AS THE
MEDIATOR: A CASE OF LION AIR

UNDERGRADUATE THESIS

Proposed to fulfil the requirement of finishing the Undergraduate Program


International Business Management Program, Management Department
Faculty of Economics
Petra Christian University
TI TLE PAGE

By:

William Renardi Student ID: 34415031


Fiona Gabriela Taslim Student ID: 34415068

INTERNATIONAL BUSINESS MANAGEMENT PROGRAM


MANAGEMENT DEPARTMENT

FACULTY OF BUSINESS AND ECONOMICS


PETRA CHRISTIAN UNIVERSITY
SURABAYA
2019
APPROVAL PAGE

Undergraduate Thesis

THE IMPACT OF AIRLINE SERVICE QUALITY TOWARDS


CUSTOMERS REPURCHASE INTENTION IN AIRLINE INDUSTRY IN
INDONESIA WITH BRAND IMAGE AS THE MEDIATOR:
A CASE OF LION AIR

By:
William Renardi Student ID: 34415031
Fiona Gabriela Student ID: 34415068

Accepted by:

INTERNATIONAL BUSINESS MANAGEMENT PROGRAM


MANAGEMENT DEPARTMENT

Surabaya, of June 2019

Advisor

Dr. Maria Natalia Damayanti Maer, S.S., M.A.


NIP: 18-001

Head of Academic Examination Committee

Juliana Caesaria Tandung, S.E., M.Sc.


NIP: 11-020

Head of the program

Ruth Srininta Tarigan, S.Kom., MBA.


NIP: 15-018

ii
STATEMENT OF AGREEME NT IN PUBLICATION OF
UNDERGRADUATE THESIS FOR ACADEMIC PURPOSE

As students of Petra Christian University, who will be signing below, we are:


Name : William Renardi
Student ID : 34415031
Name : Fiona Gabriela Taslim
Student ID : 34415068
For the purpose of academic knowledge-sharing development, agreed to
give Petra Christian University a Non-Exclusive Royalty Free Right upon our
research titled: “The Impact of Airline Service Quality towards Customers
Repurchase Intention with Brand Image as the Mediator in Indonesian Airline
Industry: A Case of Lion Air”. With this Non-Exclusive Royalty Free Right, Petra
Christian University has the right to store, format, keep, and develop it into database
as well as publish it on other media for the purpose of academic development
without having further request permission as long as Petra Christian University
stated writers’ name as the writers/creators.

We agree to be privately responsible, without involving Petra Christian University,


to all form of law sues that are caused by copyright violation in this research report.

Here is the statement made based on truth

Issued in: Surabaya


Date : 26 June 2019

Issuer of Statement,

William Renardi Fiona Gabriela

iii
ACKNOWLEDGEMENT

In this opportunity, the researchers would love to dedicate the deepest gratitude to
Jesus Christ because only by His grace and blessings the researchers are able to
complete their journey in International Business Management program. The
researchers would love to also express their sincerest gratitude to everyone who has
shown endless support and continuous help throughout the process of the
researchers’ academic career. Therefore, the researchers would like to give special
appreciation and recognition to:

 The researchers’ parents, Eddy Soebagio and Lydia Soetrisno, and Daud
Taslim and Felicia Kwanarta who have been continuously supporting the
researchers both mentally and financially since the first day the researchers
got into this programme. Without their sincere prayers and advice, the
researchers would not be able to complete their study.
 The researchers’ mentor, Dr. Maria Natalia Damayanti Maer, S.S., M.A.,
who has patiently guided the researchers throughout this entire research
process. Ms. Maer has shown her support not only through the knowledge
that she has but also through the calming conversation whenever the
researchers panicked. Her supervision and advices have allowed the
researchers to finish conducting this study in time.
 The researchers’ beloved IBM lecturers, Mr. Lianto Darmawan, S.E., MFM,
who was the head of programme for most of the time the researchers were
in IBM, Mrs. Ruth Srininta Tarigan, S.Kom., MBA, the current head of
programme in IBM, Mr. Ricky Wang S.E., MRE, Ed.D., the dean of the
faculty of economics and Mrs. Juliana Caesaria Tandung, S.Kom., M.Sc.,
2015 batch’s student advisor. Thank you for being the researchers’ role
models and taught the researchers about integrity and discipline. The
researchers would also like to thank Mrs. Tessa Vania, S.T., M.Com., Ms.
Adelina Praboyo, S.E., MBA, Mrs. Liem Peifun, S.E., M.Com., and other
visiting lecturers for the knowledge that has been shared to the researchers.

iv
The researchers are very grateful for encountering such great teachers and
role models.
 The researchers’ close friends, Rananda Bintara, Albert Anthony Nday,
Jessica Virisya who accompanied the researchers and give them mental
support during the process of writing their thesis. All the silly jokes and
nonsense conversations thrown out during tough times have helped the
researchers to feel recharged. Thank you for always being there for the
researchers.
 The researcher’s supervisor and seniors at Samudera Biru Internasional, Mr.
Mario Velez, Kevin Wijaya, Isabella Jessica, Billy Tanujaya, Patricia
Amaya, and Dayan Cahya who have been very supportive and
understanding during the researcher’s internship period, and willingly help
the researcher whenever she came across problems related to her thesis.
Without their support and help, the researcher will not be able to finish her
thesis well.
 The researcher’s colleagues at Samudera Biru Internasional, Carolina
Lestari and Charista Elliani for teaching the researcher how to use SPSS;
Calvin Young for the ideas and help for the researcher to structure this
study’s questionnaire; Gabriel Louis, Joshua Adisetia, Steven Anderson,
Rikky Prima, and Prasetya Atmadja for the helpful insights on how to fix
heteroscedasticity and normality. The researcher is also thankful for
Benhard Tanujaya, the researcher’s colleague during his internship period
at Untung Bersama Sejahtera. Without his companion, the researcher’s
internship period would be very boring.
 The researchers’ IBM friends who have shared every ups and downs, pains
and joys together with the researchers throughout this four-year study.
Thank you for being a part of the researchers’ life and making this IBM
journey unforgettable.
 IBM’s cheerful and friendly admin, Mrs. Anita Romian and Mrs. Lina who
have collaborated well with every head of classes to ensure the smoothness
of every classes and exams that the researchers have gone through this past
four years.

v
 IBM’s special helper, Mr. Poer who always smiles and cheerfully greets the
researchers. Your service and assistance will never be forgotten.
 Last but not least, all of the respondents whose names cannot be mentioned
one by one, who have willingly participated to be in this study. Without
them, the researchers would not be able to finish this thesis paper.

Ultimately, the researchers realize that this research is far from perfect. The
researchers would like to apologize in advance if mistakes are found in the research.
Therefore, the researchers are open for any constructive suggestions on how to
improve the research. Finally, the researchers hope that this research can be
beneficial, insightful, and useful for the readers.

Surabaya, 29 May 2019

William Renardi Fiona Gabriela

vi

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