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CUSTOMER PARTICIPATION IN SERVICE PROCESS: SELF-SERVICE TECHNOLOGY CHECK-IN

In the fierce competition in the airline industry, customer satisfaction and loyalty are crucial to ensuring the survival and profits of every airline company. Technology utilization is one of the keys to improving consistency in service delivery. This study aims to provide a better understanding of the usage of Self- Service Technology (SST) and its impact on Customer Satisfaction and its relationship with Customer Loyalty, Behavioral Intention, and Word of Mouth. This research uses the qualitative method (EFA) and quantitative method (CFA) with a non-probability sampling method for collecting data from respondents using a self-administered questionnaire designed on dimensions of Self-
Service Technology Service Quality (SST). The respondent in this research is passenger with experience of using Self-Service Technology. In total, the data has been collected 472 sample through online questionnaire distribution. To testing the proposed structural model, structural equation modeling (PLS-SEM) will be used. The results of this study reveal the relationship between SSTs service quality, loyalty, Behavioral Intentions, and word of mouth directly and indirectly via customer satisfaction. These results provide insights about factors involving in the usage of SST and its impact to customer satisfaction, loyalty, behavioral intention and word of mouth for the airline service sector in Indonesia to invest in Self-Service Technology to enhance the consumer experience.

Availability
300063906390RLC MM (Server RLC)Available
Detail Information
Series Title
Tesis
Statement of Responsibility
Call Number
6390
Publisher
Salemba, Jakarta : Magister Manajemen FEB UI.,
Collation
xv, 130 p. : ill. ; 30 cm.
Language
English
ISBN/ISSN
-
Classification
650
Content Type
text
Edition
-
Subject(s)
Tesis
Manajemen Aviasi
Word of Mouth
Behavioural Intention
Customer Satisfaction
Self-Service Technology
Airline Industry
Customer Loyalty
2021
Specific Detail Info
-
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