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All Journal Al-Kharaj: Journal of Islamic Economic and Business Jurnal Manajemen Pendidikan dan Ilmu Sosial (JMPIS) Automotive Experiences Jurnal Keselamatan Kesehatan Kerja dan Lingkungan JURNAL PABEAN : PERPAJAKAN BISNIS EKONOMI AKUNTANSI MANAJEMEN Vortex Amkop Management Accounting Review (AMAR) Sainteks: Jurnal Sain dan Teknik
Lestiani, Melia Eka
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Aerospace Engineering Humanities Automotive Engineering Chemical Engineering, Chemistry & Bioengineering Chemistry Control & Systems Engineering Decision Sciences, Operations Research & Management Earth & Planetary Sciences Economics, Econometrics & Finance Education Electrical & Electronics Engineering Energy Engineering Industrial & Manufacturing Engineering Law, Crime, Criminology & Criminal Justice Library & Information Science Materials Science & Nanotechnology Mechanical Engineering Public Health Social Sciences

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Journal : Vortex

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Customer Satisfaction as an Intervening Variable in the Relationship Between Service Quality, Marketing Mix, and Customer Trust at Airports Lestiani, Melia Eka; Budiono, Cyrilus Sukaca
Vortex Vol 6, No 2 (2025)
Publisher : Institut Teknologi Dirgantara Adisutjipto

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.28989/vortex.v6i2.3700

Abstract

An airport is a facility where all stakeholders in the aviation industry converge, and its core product is “service,” which includes services for passengers, cargo, and aircraft. Customer satisfaction at airports is an essential outcome that must be delivered to all aviation industry stakeholders. This study aims to analyze the influence of service quality and marketing mix on customer trust, with customer satisfaction serving as an intervening variable at the airport. In reality, many airport service users still feel dissatisfied with both the services provided and the existing facilities. This is evident from various complaints submitted by users, indicating that they have not yet experienced satisfactory airport services. This research employs a quantitative method by distributing questionnaires to 100 respondents, consisting of domestic passengers at Minangkabau International Airport. The findings reveal that service quality and marketing mix have a significant partial and simultaneous effect on customer satisfaction. Furthermore, service quality, marketing mix, and customer satisfaction—both partially and simultaneously—have a significant influence on customer trust. However, the customer satisfaction variable is unable to mediate the relationship between service quality and the marketing mix toward customer trust.
Co-Authors Adiwijaya, Isnian Agus Purnomo Ahmad Rosadi Anggi Widya Purnama Budiono, Cyrilus Sukaca Damayanti, Mirza Azzahra Fikri, Fahmi Nurul Hamidin, Adryany Kusuma, Muhammad Nabil Maniah Maniah, Maniah Marsita, Emay Nariendra, Pradhana Wahyu Ramalia, Desima Shabrina, Fitriana Nur Sirait, Realyta Siregar, Muhammad Raziq Hakim SISWANTO, BUDI NUR Syafrianita Syafrianita Waskito, Saptono Kudanu Waskito, Saptono Kusdanu Widodo, Erlangga Putragung Yunanto, Riki Achmad