The Effect of AIRQUAL on Customer Satisfaction and Word of Mouth at Garuda Indonesia Airline
A. Fananiar, F.N. Widjaja, A.P. Tedjakusuma
Available Online 31 January 2020.
- https://doi.org/10.2991/aebmr.k.200127.055How to use a DOI?
- airline tangible, terminal tangible, empathy, customer satisfaction, word of mouth
- 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.
- Open Access
- This is an open access article distributed under the CC BY-NC license.
Cite this article
TY - CONF AU - A. Fananiar AU - F.N. Widjaja AU - A.P. Tedjakusuma PY - 2020 DA - 2020/01/31 TI - The Effect of AIRQUAL on Customer Satisfaction and Word of Mouth at Garuda Indonesia Airline BT - Proceedings of the 17 th International Symposium on Management (INSYMA 2020) PB - Atlantis Press SP - 269 EP - 273 SN - 2352-5428 UR - https://doi.org/10.2991/aebmr.k.200127.055 DO - https://doi.org/10.2991/aebmr.k.200127.055 ID - Fananiar2020 ER -