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INDONESIA
Warta Ardhia : Jurnal Perhubungan Udara
Published by Kementerian Perhubungan Republik Indonesia
ISSN : 02159066     EISSN : 25284045     DOI : -
Core Subject : Engineering,
Transportation
Warta Ardhia is an Air Transport Journal containing research, review related to evaluation policy and technological development with the scope of air transport, airport, aircraft, flight navigation, aviation human resources, flight safety and security. Warta Ardhia is managed by Civil Aviation Research and Development Center of Ministry of Transportation of The Republic Indonesia and published 2 (two) times a year, June and December.
Arjuna Subject : -
Articles 261 Documents
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Airline Service Delays And The Impact On Customer Perceptions, Switching Intentions And Negative Word Of Mouth Juliater Simarmata; Ridho Bramulya Ikhsan; Hartiwi Prabowo; Yuniarty Yuniarty; Dewulf Wouter
WARTA ARDHIA Vol 48, No 2 (2022)
Publisher : Badan Kebijakan Transportasi, Kementerian Perhubungan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25104/wa.v48i2.483.1-11

Abstract

This research examines the influence of service delay on negative emotions and its result on switching plans and negative word of mouth as customer behavior. The survey was conducted on customers who have undergone delays in LCC airlines in Indonesia. The respondents' total number was 383, and the questionnaire responses were analyzed using SEM and mediation testing. As a result, this study accepts all the hypotheses that service delay affects anger and worry, and its impact on switching intention behavior and negative word of mouth. This research provides insight into how airlines can manage and improve their service policies to minimize service delays.

Page 27 of 27 | Total Record : 261

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