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THE EFFECT OF CUSTOMER EXPERIENCE, SERVICE QUALITY, FACILITIES, CUSTOMER SATISFACTION AND LOYALTY ON INTERNATIONAL AIRPORT
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Studies related to the influence of customer experience on customer satisfaction have an
impact on customer loyalty. Satisfied customers create customer loyalty. Facilities in the form of
physical equipment offered by the airport make consumers satisfied and give birth to loyalty. The
airport meets consumer expectations in quality, facilities create customer satisfaction and loyalty.
The methodology of this writing is quantitative, distributing questionnaires to 100 airport customers
(PNS/private employees/students/entrepreneurs). SEM - SmartPLS Version : 3.0. The findings of
this study are that the variable quality of service and facilities carried out does not affect the
variable of customer loyalty. However, there are also several variables that influence, namely
customer experience and customer satisfaction with customer loyalty. Variables of customer
experience and customer satisfaction affect customer loyalty. This novelty provides new insights
into improving the quality of airport services and facilities. Further research is recommended to
adopt innovative and intelligent airport technology.
Mohammad Fadly V’delon Syam - Personal Name
La Ode Muhammad Izrullah Ismi - Personal Name
Siti Maemunah - Personal Name
Alit Sodikin - Personal Name
La Ode Muhammad Izrullah Ismi - Personal Name
Siti Maemunah - Personal Name
Alit Sodikin - Personal Name
2622-5778
NONE
electronic file
English
ITL Trisakti
2022
Jakarta
Global Research on Sustainable Transport & Logistics
GROSTLOG 2022
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