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

DOI

10.2991/aebmr.k.200127.055How to use a DOI?

Keywords

airline tangible, terminal tangible, empathy, customer satisfaction, word of mouth

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.

Copyright

© 2020, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

Download article (PDF)

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  - 10.2991/aebmr.k.200127.055
ID  - Fananiar2020
ER  -