Investigating the effects of perceived service quality, personnel and passenger interaction towards words of mouth with passenger satisfaction as the intervening variable on soekarno-hatta domestic airport  

Oleh:

Meilani, Yohana F. Cahya Palupi ; Bernato, Innocentius

Jenis: Article from Proceeding
Dalam koleksi: Proceeding IConEnt 2016 (International Conference on Entrepreneurship) : How Innovation could Improve the Performance and Productivity in Entrepreneurship?, page 1-11.
Topik: Perceived Service Quality; Satisfaction; WOM
Fulltext: Yohana F. Cahya Palupi M, Innocentius Bernato.pdf (398.14KB)

Isi artikel

The aims of this study are to investigate that 1) Perceived Service Quality has a positive influence on Satisfaction, 2) Personnel and Passenger Interaction has a positive influence on Satisfaction, and 3) Satisfaction has a positive influence on Words of Mouth (WOM). The research object was the Soekarno Hatta Domestic Airport (Station 1) as a business entity that provides services to the community. The questionnaires were used in the data collection to the students of the ABC University who have visited and used the Soekarno Hatta Domestic Airport (Station 1). The number of respondents used was 105 students. The PLS-SEM approach was used in the data analysis of this research with the Smart-PLS program to evaluate the outer model and inner model. The results have shown that Perceived Service Quality, Personnel and Passenger Interaction have positive influences on Satisfaction, while Passenger Satisfaction also has a positive influence on Word of Mouth. The contributions of this study may give insights to the management of the Soekarno-Hatta Domestic Airport to understand how college students’ perceptions of airport service quality in order to enhance the airport services and passenger satisfaction to build positive WOM.

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