PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGANDENGAN KEPERCAYAAN SEBAGAI VARIABEL INTERVENING (STUDI PADAPELANGGAN LION AIR DIBANDARA JUANDA SURABAYA)

Abstract

Quality of service contribute to the power of good relations between individuals, between organizations or between
differentunits within the organization. Relationship development and performance is a dynamis process with the
various dimensions of the relationship that is organized into a performance model, presepsi and shows personality.
Researchers used the kind of conclusive research, as for the characteristics of the target population of this research
is, passengers who have already felt and use airline Lion Air for a minimum of 1 time. done in the waiting room of
gate 1 to 4 Juanda International Airport Terminal 1 Surabaya and the age of the respondents began 14 up to 50
onwards. . The technique ofdata collection that is taken is a question form. Researchers used the sample as
much as 110 respondents, using Likert scale five scale. Analysis techniques using PATH analysis.