SERVICE QUALITY TOWARDS REPURCHASE INTENTION MEDIATED BY CUSTOMER TRUST OF BATIK AIR INDONESIA

Raihanah Rahma Salsabila, Naura Hisna Qurratu’ain

Abstract


Abstract. This research aims to find out the impact of service quality towards repurchase intention mediated by customer trust. The results show that the service quality of Batik Air increased for repurchase intentions by increasing customer trust. Customer trust can be considered as a new mediator of the causal relationship between service quality and repurchase intentions. The results offer implications for marketers and the aviation industry's direction for future research. The data were obtained from 160 passengers who travelled by Batik Air. After that, the data was analyzed and interpreted by using statistical inference (Statistical Product and Service Solutions)


Keywords


Service Quality, Repurchase Intention, Customer Trust

Full Text:

PDF

References


Bayraktar, E., Tatoglu, E., Turkyilmaz, A., Delen, D., & Zaim, S. (2012). Measuring the efficiency of customer satisfaction and loyalty for mobile phone brands with DEA. Expert Systems with Applications, 39(1), 99–106. https://doi.org/10.1016/j.eswa.2011.06.041

Bunker, M. P., & Ball, D. (2005). Transference: the Effect of Relationship History on Consumer’s Relationships with Other Firms. Advances in Consumer Research, 32(1), 507–513. http://search.ebscohost.com/login.aspx?direct=true&db=bth&AN=83386689&site=ehost-live%5Cnhttp://content.ebscohost.com/ContentServer.asp?T=P&P=AN&K=83386689&S=R&D=bth&EbscoContent=dGJyMMTo50SeqK84zOX0OLCmr0yeprFSsa24SLeWxWXS&ContentCustomer=dGJyMPGut0i3ra9

Chen, F. Y., & Chang, Y. H. (2005). Examining airline service quality from a process perspective. Journal of Air Transport Management, 11(2), 79–87. https://doi.org/10.1016/j.jairtraman.2004.09.002

Cronin, J. J., & Taylor, S. A. (1992). Measuring Service Quality: A Reexamination and Extension. Journal of Marketing, 56(3), 55. https://doi.org/10.2307/1252296

Farooq, M. S., Salam, M., Fayolle, A., Jaafar, N., & Ayupp, K. (2018). Impact of service quality on customer satisfaction in Malaysia airlines: A PLS-SEM approach. Journal of Air Transport Management, 67(September 2017), 169–180. https://doi.org/10.1016/j.jairtraman.2017.12.008

Fathullah, A., Ferdian, A., Octora, Y., Bijaksana, G., & G, O. P. (n.d.). The Effect of Passengers Satisfaction to Service Quality in Batik Air. 996–1006.

Goldsmith, R. E. (2006). Electronic Word-of-Mouth. 2006–2008.

Gounaris, S. P. (2005). Trust and commitment influences on customer retention: Insights from business-to-business services. Journal of Business Research, 58(2 SPEC.ISS.), 126–140. https://doi.org/10.1016/S0148-2963(03)00122-X

Grewal, D., Hardesty, D. M., & Iyer, G. R. (2004). The effects of buyer identification and purchase timing on consumers’ perceptions of trust, price fairness, and repurchase intentions. Journal of Interactive Marketing, 18(4), 87–100. https://doi.org/10.1002/dir.20024

Hellier, P. K., Geursen, G. M., Carr, R. A., & Rickard, J. A. (2003). Customer repurchase intention. In European Journal of Marketing (Vol. 37, Issue 11/12). https://doi.org/10.1108/03090560310495456

Koenig-Lewis, N., & Palmer, A. (2008). Experiential values over time - a comparison of measures of satisfaction and emotion. Journal of Marketing Management, 24(1–2), 69–85. https://doi.org/10.1362/026725708X273920

Olsen, S. O. (2002). Comparative evaluation and the relationship between quality, satisfaction, and repurchase loyalty. Journal of the Academy of Marketing Science, 30(3), 240–249. https://doi.org/10.1177/00970302030003005

Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). Servqual.pdf. In Journal of Retailling (Vol. 64, p. 1).

Park, J. W. (2007). Passenger perceptions of service quality: Korean and Australian case studies. Journal of Air Transport Management, 13(4), 238–242. https://doi.org/10.1016/j.jairtraman.2007.04.002

Pavlou, P., Tan, Y.-H., & Gefen, D. (2003). Institutional Trust and Familiarity in Online Interorganizational Relationships. Proceedings of the Eleventh European Conference on Information Systems, 16(1), 21. http://60.88.dyn.lse.ac.uk/asp/aspecis/20030116.pdf

Psychogios, A. G., & Tsironis, L. K. (2012). Towards an integrated framework for Lean Six Sigma application: Lessons from the airline industry. Total Quality Management and Business Excellence, 23(3–4), 397–415. https://doi.org/10.1080/14783363.2011.637787

Rezaei, J., Kothadiya, O., Tavasszy, L., & Kroesen, M. (2018). Quality assessment of airline baggage handling systems using SERVQUAL and BWM. Tourism Management, 66, 85–93. https://doi.org/10.1016/j.tourman.2017.11.009

Saleem, M. A., Zahra, S., & Yaseen, A. (2017). Impact of service quality and trust on repurchase intentions – the case of Pakistan airline industry. Asia Pacific Journal of Marketing and Logistics, 29(5), 1136–1159. https://doi.org/10.1108/APJML-10-2016-0192

Storbacka, K., Strandvik, T., & Gronroos, C. (1994). Managing Customer Relationships for Profit: The Dynamics of Relationship Quality. International Journal of Service Industry Management, 5(5), 21–38. https://doi.org/10.1108/09564239410074358

Tsaura, S. H., Chang, T. Y., & Yen, C. H. (2002). The evaluation of airline service quality by fuzzy MCDM. Tourism Management, 23(2), 107–115. https://doi.org/10.1016/S0261-5177(01)00050-4

Vuthisopon, S., & Srinuan, C. (2017). Low-cost carrier passenger repurchase intention: A structural equation model analysis. Asia-Pacific Social Science Review, 17(2), 249–266.

White, C., & Yu, Y. T. (2005). Satisfaction emotions and consumer behavioral intentions. Journal of Services Marketing, 19(6), 411–420. https://doi.org/10.1108/08876040510620184

Wu, C. L. (2005). Inherent delays and operational reliability of airline schedules. Journal of Air Transport Management, 11(4), 273–282. https://doi.org/10.1016/j.jairtraman.2005.01.005

Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The Behavioral Consequences of Service Quality. Journal of Marketing, 60(2), 31–46. https://doi.org/10.1177/002224299606000203




DOI: https://doi.org/10.25292/atlr.v3i0.261

Refbacks

  • There are currently no refbacks.


Copyright (c) 2020 Advances in Transportation and Logistics Research

Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.

Advances in Transportation and Logistics Research

ISSN: 2622-5778 (online)
Published by: Institut Transportasi dan Logistik Trisakti, Jakarta - Indonesia

ATLR by http://proceedings.itltrisakti.ac.id/index.php/ATLR is licensed under a Creative Commons Attribution 4.0 International License.