E-SERVQUAL EFFECT ON BRAND IMAGE THROUGH E-SATISFACTION IN INDONESIAN AIRPORTS APPS USERS AT SOEKARNO-HATTA AIRPORT
DOI:
https://doi.org/10.31004/jrpp.v7i1.24053Keywords:
E-Service Quality, E-Satisfaction, Brand ImageAbstract
The development of the internet has caused changes in the world of transportation where the digitalization system makes it easier for consumers to make ticket reservations, view flight schedules, and others. The more consumers can influence the quality of electronic services, it is necessary to pay attention to the quality of electronic services that can affect the brand image of users of the quality of electronic services in the Airport Apps Indonesia application. This study focuses on the effect of e-service quality on brand image through e-satisfaction on the Indonesia Airport Apps application at Soekarno-Hatta Airport. The purpose of this study was to determine the effect of e-service quality on brand image through e-satisfaction on the Indonesia Airport Apps application at Soekarno-Hatta Airport. The research methodology uses quantitative methods with data obtained from the Indonesian Airport Application user questionnaire which opens 260 samples and the analysis technique used is Partial Least Square with processing using Smartpls v3.3.3 software. Hypothesis testing with t-test statistics. The results showed that the effect of e-service quality had an effect on e-satisfaction, then e-satisfaction had an effect on brand image, then e-service quality had an effect on brand image, and e-service quality had an effect on brand image through e-satisfaction.References
Anderson, R. E., & Srinivisan. (2003). E-Satisfaction and E-Loyalty: A Contingency Framework. Psychology and Marketing, 123-138.
Berry, L. (2000). Cultivating Service Brand Equity. Journal of the Academy of Marketing Science, 128-137.
Bezerra, & Gomes. (2019). Determinants of Passenger Loyalty in Multi-Airport Regions: Implications for Tourism Destination. Tourism Management Perpectives, 145-158.
Cemal, Z., & Elif, B. (2014). E-service Quality and E-Recovery Service Quality: Effects on Value Perceptions and Loyatly Intentions. Procedia - Social and Behavioral Sciences, 1071-1079.
Chaerudin, I., & Dina, N. (2019). Pelayanan Prima 4.0 Pada Terminal Bandara. Jakarta: I. Jakarta.
Fitzsimmons, J. A. (2011). Service Management Operations, Strategy, Information Technology (7th ed). New York: McGraw-Hill.
Fransisca. (2017). Analisa Pengaruh Brand Image Terhadap Customer Loyalty dan Customer Satisfaction sebagai Mediator di Hotel Shangri-La Surabaya. Jurnal Hospitality dan Manajemen Jasa, 20-33.
Geraldine, O., & U, C. D. (2013). Effects of Airline Service Quality on Airline Image and Passengers Loyalty: Findings from Arik Air Nigeria Passengers. Journal of Hospitality Management and Tourism, 19-28.
H, H. H., J, K., & T.D, J. (2009). Relationships and Impacts of Service Quality, Perceived Value, Customer Satisfaction, and Image: An Empirical Study. Service Industries Journal, 111-125.
Hapsari, R., Clemes, M. D., & Dean, D. (2017). The impact of service quality, customer engagement and selected marketing constructs on airline passenger loyalty. International Journal of Quality and Service Sciences, 21-40.
Harianto, D., & Subagio, H. (2013). Analisa Pengaruh Kualitas Layanan, Brand Image, dan Atmosfer terhadap Loyalitas Konsumen dengan Kepuasan Konsumen Sebagai Variabel Intervening Konsumen Kedai Deja- Vu Surabaya. Jurnal Manajemen Pemasaran, 1-8.
Hendra, & K. S, B. (2018). The Effect of E-Service Quality and E-Recovery Service Quality on E-Loyalty through E-Satisfaction, on E-Commerce in Indonesia. Journal of Managemen Tourims, 178-195.
Johnston, C. d. (2012). Service Operations Management: Improving Service Delivery, 4th Edition. England: Warwick University.
Kambiz, & Naimi. (2014). The Impact of Brand Image on Customer Satisfaction and Loyalty Intention (Case Study: Consumer of Hygiene Products). International Journal of Engineering Innovation & Research Vol 3, Issue 1, 2277-5668.
Laurent, F. (2016). E-Serivce Quality terhadap Loyalitas Pelanggan Go-Jek Melalui Kepuasan Pelanggan. Jurnal Manajemen Universitas Kristen Petra 4, 95.
Melinda. (2017). Pengaruh E-Service Quality terhadap E-Loyalty Pelanggan Go-Jek melalui E-Satisfaction pada Kategoru Go-Ride. Jurnal Manajemen Bisnis, 22-48.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2024 Aghni Aulia Aziz
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
