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All Journal Jurnal TAM (Technology Acceptance Model) Jurnal TAM (Technology Acceptance Model)
Reza Soraya
Management Department, BINUS Business School Master Program, Bina Nusantara University, Jakarta
Computer Science & IT Control & Systems Engineering Electrical & Electronics Engineering

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SERVICE QUALITY ACCEPTANCE ON LOW COST CARRIER Reza Soraya; Dary Wira Mahadika; Dewi Tamara; Gerry Rizki Sanjaya
Jurnal TAM (Technology Acceptance Model) Vol 14, No 1 (2023): Jurnal TAM (Technology Acceptance Model) Preview Issue
Publisher : LPPM STMIK Pringsewu

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56327/jurnaltam.v14i1.1415

Abstract

Perceived service quality is the foundation for comprehending transportation needs, as it influences consumers' selection of the numerous types of services that are continuously evolving. A company's success is determined by its ability to please its clients. This study's objective is to examine the influence of Electronic Word of Mouth (E-WOM) and Perceived Service Quality from Low-Cost Carrier on Brand Image, Customer Satisfaction, and Loyalty. Explanatory research employing a quantitative methodology will be used by the author for this study. This study used a non-probability sampling strategy with a purposive sampling method, meaning the selection of samples is not random but rather based on specified criteria, notably prior experience with LCC (Low-Cost Carrier) or low-cost airlines. Using an adapted SERVQUAL scale, 249 participants who were domestic travelers from Indonesia were contacted.  SmartPLS 3 utilized Partial Least Squares Structural Equation Modeling (PLS-SEM) to evaluate the research data. Perceived service quality was a significant predictor of customer satisfaction (β = 0.877, p = 0.000), corporate image (β = 0.607, p = 0.000), and customer loyalty (β = 0.456, p = 0.000), as indicated by the results. EWOM will increase consumer loyalty to low-cost carriers (β = 0.182, p = 0.028). On the basis of these results, LCCs should develop future strategic plans that significantly emphasize the enhancement of service quality metrics
SERVICE QUALITY ACCEPTANCE ON LOW COST CARRIER Reza Soraya; Dary Wira Mahadika; Dewi Tamara; Gerry Rizki Sanjaya
Jurnal TAM (Technology Acceptance Model) Vol 14, No 1 (2023): Jurnal TAM (Technology Acceptance Model)
Publisher : LPPM STMIK Pringsewu

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56327/jurnaltam.v14i1.1415

Abstract

Perceived service quality is the foundation for comprehending transportation needs, as it influences consumers' selection of the numerous types of services that are continuously evolving. A company's success is determined by its ability to please its clients. This study's objective is to examine the influence of Electronic Word of Mouth (E-WOM) and Perceived Service Quality from Low-Cost Carrier on Brand Image, Customer Satisfaction, and Loyalty. Explanatory research employing a quantitative methodology will be used by the author for this study. This study used a non-probability sampling strategy with a purposive sampling method, meaning the selection of samples is not random but rather based on specified criteria, notably prior experience with LCC (Low-Cost Carrier) or low-cost airlines. Using an adapted SERVQUAL scale, 249 participants who were domestic travelers from Indonesia were contacted.  SmartPLS 3 utilized Partial Least Squares Structural Equation Modeling (PLS-SEM) to evaluate the research data. Perceived service quality was a significant predictor of customer satisfaction (β = 0.877, p = 0.000), corporate image (β = 0.607, p = 0.000), and customer loyalty (β = 0.456, p = 0.000), as indicated by the results. EWOM will increase consumer loyalty to low-cost carriers (β = 0.182, p = 0.028). On the basis of these results, LCCs should develop future strategic plans that significantly emphasize the enhancement of service quality metrics
Co-Authors Dary Wira Mahadika Dewi Tamara Gerry Rizki Sanjaya