The Effect of Service Quality and Ticket Rates for Customer Satisfaction and the Implication of Repurchase Intention of Sriwijaya Air Joint Operation with Garuda Indonesia


Authors : Tio Kharisma Yunanto, ,Rina Astini

Volume/Issue : Volume 5 - 2020, Issue 5 - May

Google Scholar : http://bitly.ws/9nMw

Scribd : https://bit.ly/2WTu70T

The purpose of this study was to analyze the effect of service quality, ticket rates, on customer satisfaction, and the effect of customer satisfaction on the repurchase intention Sriwijaya Air after joint operation with Garuda Airlines. This study used 100 respondents and used a nonprobability sampling technique where respondents had used Sriwijaya Air when joint operation with Garuda Airlines took place. Hypothesis testing proposed in this study was carried out with a Structural Equation Model (SEM) test using the LISREL 8.80 software. The results of the structural model analysis indicate that the variable service quality and ticket rates have a significant effect on customer satisfaction. While customer satisfaction has a significant effect on repurchase intention.

Keywords : Service Quality, Ticket Rates, Customer Satisfaction, And Repurchase Intention.

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31 - August - 2022

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