Raihanah Rahma Salsabila, Naura Hisna Qurratu’ain, Tito Warsito, Yoanita Octora


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)


Service Quality, Repurchase Intention, Customer Trust

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