Analyzing the Impact of Service Quality on Customer Satisfaction and Behavioral Intention in the Airline Services of PT Garuda Indonesia
Keywords:
Quality Service, Satisfaction, Intention BehaviorAbstract
Study The following goals are pursued: (1) To understand and analyze the relationship between service quality and behavioral intention in the company flight services provided by PT. Garuda Indonesia; (2) To determine and assess the impact of service quality on customer satisfaction at said company; and (3) To understand and analyze the relationship between satisfaction and behavioral intention in said company. Study This feature explanation tries to explain the positions of the variables under study as well as the connections and interactions between them. The target demographic for the study is Lion Air passengers, and the research location is the Office of PT. Garuda Indonesia Jakarta at Halim Airport. populace under study This is a list of all passengers on board flight PT. Garuda Indonesia that number No known (unlimited) and cannot be specifically named (infinitive). The Equation Model Structure (also known as the Structured Equation Model or SEMS) is the tool analysis employed. According to research findings, service quality significantly influences behavioral intentions, satisfaction significantly influences behavioral intentions, and service quality significantly influences behavioral intentions
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