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All Journal Jurnal Ekonomi Manajemen Sistem Informasi
Yudis Tiawan
Institute of Transportation and Logistics Trisakti, Jakarta, Indonesia
Economics, Econometrics & Finance

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The Influence of Service Quality, Customer Satisfaction, and Social Media on Reuse Intention Through Electronic Word of Mouth (E-WOM) Among Passengers at Soekarno–Hatta International Airport Yudis Tiawan; Dian Artanti Arubusman; Lira Agusinta; Juliater Simarmata; Yuliantini Yuliantini
Jurnal Ekonomi Manajemen Sistem Informasi Vol. 8 No. 1 (2026): Jurnal Ekonomi Manajemen Sistem Informasi (September-Oktober 2026)
Publisher : Dinasti Review

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/jemsi.v8i1.9705

Abstract

This study aims to analyze the influence of service quality, customer satisfaction, and social media on reuse intention through electronic word of mouth (e-WOM) among users of Soekarno–Hatta International Airport, Jakarta. This research adopts a quantitative approach, utilizing primary data collected through questionnaires distributed to 143 respondents, selected using probability sampling with a simple random sampling technique. The data were analyzed using Structural Equation Modeling (SEM) based on Partial Least Squares (PLS). The results indicate that service quality has a positive and significant effect on both reuse intention and e-WOM. Meanwhile, customer satisfaction does not have a significant direct effect on reuse intention, but it significantly influences e-WOM. Similarly, social media does not directly affect reuse intention, but it has a significant impact on e-WOM. Furthermore, e-WOM is found to have a positive and significant effect on reuse intention, and it serves as a mediating variable that strengthens the influence of service quality, customer satisfaction, and social media on reuse intention. These findings suggest that in the airport service context, e-WOM plays a critical role in shaping reuse intention, highlighting the importance of managing customer experience and digital communication strategies to enhance user loyalty.
Co-Authors Dian Artanti Arubusman Juliater Simarmata Lira Agusinta Yuliantini Yuliantini