Open Access Journal

ISSN : 2456-1304 (Online)

International Journal of Engineering Research in Electronics and Communication Engineering(IJERECE)

Monthly Journal for Electronics and Communication Engineering

Open Access Journal

International Journal of Science Engineering and Management (IJSEM)

Monthly Journal for Science Engineering and Management
Call For Paper : Vol 11, Issue 03, March 2024

ISSN : 2456-1304 (Online)

Call for Paper

Vol 11, Issue 03, March 2024

Indexing

Consumer Experience in Using Airline Services Indonesia during the Covid-19: Role Trust and Advocacy

Author : Tundung Subali Patma 1 Andriani Kusumawati 2 Farida Akbarina 3 Halim Dwi Putra 4 Karisma Sri Rahayu 5

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Date of Publication :2nd April 2021

Abstract: This study aims to prove the effect of information quality and service quality on customer experience and its impact on customer trust and customer advocacy. Customer experience is used as the primary assessment between behavior before making a purchase and behavior after purchasing. This type of research is explanatory research, which uses direct surveys of airline passengers in Indonesia through an online questionnaire to obtain primary data. Then it is processed using the smartpls3 application. The results showed that information quality and service quality had a direct effect on customer experience and indirectly had an impact on customer trust and customer advocacy. Service quality has the most dominant influence on customer experience than information quality. Information quality and service quality have an indirect effect on customer advocacy through customer experience and customer trust.

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