Anteseden Word Of Mouth Pada Penerbangan Low Cost Carrier

Adiati Hardjanti

Abstract


Abstract

The purpose of this study is to examine factors influenced word-of-mouth in low cost carrier through Soekarno-Hatta Airport. This research used purposive sampling technique and overall of hypotheses tested by structural equation modeling using Amos 7.0 program. Data collected by distributing questionnaires to 106 male and female  respondents who repurchase low cost carrier in Jakarta in the last 6 months. The result showed some variables not suppor for hypotheses. There are impact between perceived airline tangibles, perceived personnel tangibles, perceived empathy  dan perceived image toward word of mouth through customer satisfaction and repurchase intention. Customer satisfaction  also has impact to feedback. Suggestions for future research are to add amount of variable and respondent.

Keywords:service quality, customer satisfaction, repurchase intention 

 


References


Daftar Pustaka

Arasli, H, Ekiz, E,H, and Katircioglu, ST, “Gearing service quality into pu-blic and private hospitals in small islands: empirical evidence from Cyprusâ€, International Journal of Healthcare Quality Assurance, Vol, 21 No, 1, pp, 8-23, 2008.

Davidow, M, “Organizational Responses To Customer Complaints: What Works And What Doesn’tâ€, Journal of Service Research, Vol, 5 No, 3, pp, 225-50, 2003.

Ekinci, Y, Prokopaki, P, and Cobanoglu, C, “Service Quality in Cretan accommodations: marketing strate-gies for the UK holiday marketâ€, International Journal of Hospitality Management, Vol, 22, pp, 47-66, 2003.

Hair, J,F, Jr, Anderson, R,E, Tatham, R,L, and Black, W.C, “Multivariate Data Analysisâ€, 5th ed,, Prentice-Hall International, Upper Saddle River, New Jersey, 1998

Kelley, S,W, Donnelly, J,H, Jr and Skinner, S,J, “Customer participation in service production and deliveryâ€, Journal of Retailing, Vol, 66 No, 3, pp, 315-35, 1990.

Mattila, S Anna “A multifacet typology of patient satisfaction with a hos-pitalâ€, Journal of Health Care Management, Vol, 10 No, 4, pp, 8-21, 2001

Mattila, A,S, “The impact of relationship type on customer loyalty in a context of service failuresâ€, Journal of Service Research, Vol, 4 No, 2, pp, 91-101, 2001.

Nadiri, H and Hussain, K, “Perceptions of service quality in North Cyprus Hotelsâ€, International Journal of Contemporary Hospitality Manage-ment Volume: 17 Issue: 6, 2005.

Nadiri, H and Hussain, K, “Diagnosing The Zone Of Tolerance For Hotel Servicesâ€, Volume: Managing Ser-vice Quality15 Issue: 3, 2005.

Newman, J, “Modernising Governance: New Labourâ€, Policy and Society, Sage, London,

Parasuraman, A,, Berry, L,L, and Zeithaml, V,A, “Perceived service quality as a customer-based performance measure: an empirical examination of organizational barriers using an external service quality modelâ€, Human Resource Management, Vol, 30 No, 3, pp, 335-64, (1991a)

Parasuraman, A,, Berry, L,L, and Zeithaml, V,A, “Refinement and reassessment of the SERVQUAL scaleâ€, Journal of Retailing, Vol, 67 No, 4, pp, 420-50, 1991b.

Parasuraman, A,, Zeithaml, V, and Berry, L, (1994), "Reassessment of expectations as a comparison standard in measuring service quality: implications for further research", Journal of Marketing, Vol, 58 No, 1, pp, 111-24,

Saha, G, S and Theingi, “Service quality, satisfaction, and behavioural intentions: A study of low-cost airline carriers in Thailandâ€, Managing Service Quality Volume: 19 Issue: 3 2009.

Schiffman, L,G, and Kanuk, L,L, “Consumer Behaviorâ€, Prentice-Hall, Englewood Cliffs, NJ, 2004.

Tax, S.S, and Brown, S,W, “Recovery and learning from service failureâ€, Sloan Management Review, Vol, 40, pp, 75-88, 1998.


Refbacks

  • There are currently no refbacks.


    

Lembaga Penerbitan Universitas Esa Unggul
Jalan Arjuna Utara No 9 Kebon Jeruk Jakarta 11510
Telp : 021 5674223 ext 266

email : [email protected]