The Effect of AIRQUAL on Customer Satisfaction and Word of Mouth at Garuda Indonesia Airline

Fananiar, Arindya and Widjaja, Fitri Novika and Tedjakusuma, Adi Prasetyo (2020) The Effect of AIRQUAL on Customer Satisfaction and Word of Mouth at Garuda Indonesia Airline. In: The 17 th International Symposium on Management (INSYMA 2020), February 19-21, 2020, Ba Ria Vung Tau University, Vietnam.

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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:	Conference or Workshop Item (Paper)
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:	Adi Tedjakusuma
Date Deposited:	08 Mar 2022 10:38
Last Modified:	02 Oct 2023 07:58
URI:	http://repository.ubaya.ac.id/id/eprint/41480

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