THE IMPACT OF AIRPORT POLICIES TOWARDS REVISIT INTENTIONS THROUGH SERVICE QUALITY AND CUSTOMER SATISFACTION (DURING PANDEMIC COVID-19 AT SOEKARNO-HATTA AIRPORT)

Rifa Fauziah, Fadhilah Febriyanti, Edhie Budi Setiawan, Prima Widiyanto

Abstract


Building service quality for new airport policies through customer satisfaction is needed to increased revisit intention towards airports. This study aims to determine the effect of airport policy on revisit intentions through service quality and customer satisfaction during the Covid-19 Pandemic. The population in this study is passengers who were using Soekarno-Hatta Airport during the Pandemic. In contrast, the sample used takes purposive sampling using the provisions of Hair (2014) as many as 170 respondents. The data obtained were processed using SEM-PLS. Results of this study show that there is a significant effect between airport policy with service quality and customer satisfaction. Because with good service quality, customers will be satisfied and will influence their decision to revisit the Soekarno-Hatta Airport.


Keywords


service quality, airport policy, revisit intention, customer satisfaction, Covid-19

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DOI: https://doi.org/10.25292/atlr.v4i0.390

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