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THE EFFECT ON REPURCHASE INTENTION: COMPARISONS OF SERVICE QUALITY, REPUTATION, AND BRAND IMAGE (CASE STUDY: CITILINK AND LION AIR IN JAKARTA, INDONESIA)
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Abstract: The decision of the passengers to choose what airlines they will ride is certainly influenced by various factors. The factors that cause passengers to repurchase an airline’s ticket is certainly not the same. The aim of this research is to determine the comparison of the Service Quality, Reputation and Brand Image factors that affect the passengers in performing Repurchase Intention on Citilink and Lion Air Airlines. The study used quantitative methods by spreading questionnaires to 150 respondents consisting of 75 Citilink and 75 Lion Air passengers. Data analysis used SEM Smart PLS 3. The result of this research is the consistency of service provided by the airline as well as the confidence of passengers who have chosen an influential airline for the airline brand image that will affect the repurchase intention. Airline facilities that meet the needs of passengers will create a sense of satisfaction on its passengers who will influence the service quality on the repurchase intention. Moreover, good reputation on both airlines will be influential to increase the repurchase intention of its passengers. Hence, with the differences in factors that affect the repurchase intention, the strategy that should be applied by each airline will be different
Rizqa Zhafira Khairi Aradena - Personal Name
Rayhan El Fajri - Personal Name
Yoanita Octora - Personal Name
Edhie Budi Setiawan - Personal Name
Rayhan El Fajri - Personal Name
Yoanita Octora - Personal Name
Edhie Budi Setiawan - Personal Name
digital
2622-5778
NONE
electronic file
English
ITL Trisakti
2020
Jakarta
GROSTLOG 2020
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