The Influence Of Customer Satisfaction And Trust On Customer Loyalty In Citilink Indonesia Airline

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Quantitative survey reveals customer satisfaction drives loyalty through trust in airline passengers, highlighting trust as a key mediator.

Customer satisfaction significantly and positively enhances customer loyalty among airline passengers, with customer trust operating as an effective mediator variable.
Quantitative analysis of survey questionnaire responses from 150 passengers utilized regression techniques to examine the mediating role of customer trust.
Highlights that reinforcing customer satisfaction is critical for fostering customer trust, which ultimately strengthens long-term customer loyalty in commercial aviation.

Sya’bana et al. (2024) studied this question.

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Quantitative survey reveals customer satisfaction drives loyalty through trust in airline passengers, highlighting trust as a key mediator.