Influence of Airqual on Customer Satisfaction and Word of Mouth on Garuda Indonesia Airlines

Widjaja, Fitri Novika and Tedjakusuma, Adi Prasetyo (2020) Influence of Airqual on Customer Satisfaction and Word of Mouth on Garuda Indonesia Airlines. 17th International Symposium on Management (INSYMA 2020), 115. ISSN 2352-5428

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Official URL / DOI: https://doi.org/10.2991/aebmr.k.200127.055

Abstract

This study aims to examine the effect of AIRQUAL (Airline Tangible, Terminal Tangible, and Empathy) on Customer Satisfaction and Word of Mouth at Garuda Indonesia airline. It applies a quantitative method where random samples were respondents who have flown with Garuda Indonesia airline to or through Terminal 3 Soekarno-Hatta Airport Jakarta, Indonesia. Data processing was performed using Structural Equation Modeling with SPSS 23.0 for Mac and AMOS for Windows software. The results showed that airline tangible and empathy were proven to affect customer satisfaction, while terminal tangible did not affect customer satisfaction. Statistical tests also showed that customer satisfaction had a positive effect on word of mouth.

Item Type: Article
Uncontrolled Keywords: airline tangible, terminal tangible, empathy, customer satisfaction, word of mouth
Subjects: H Social Sciences > H Social Sciences (General)
Divisions: Faculty of Business and Economic > Department of Management
Depositing User: Fitri Novika Widjaja 3194
Date Deposited: 04 Aug 2020 05:34
Last Modified: 04 Aug 2020 05:34
URI: http://repository.ubaya.ac.id/id/eprint/37956

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