PENGARUH SERVICE QUALITY DAN CUSTOMER EXPERIENCE TERHADAP REPURCHASE INTENTION YANG DIMEDIASI OLEH CUSTOMER SATISFACTION PADA PENGGUNA MASKAPAI CITILINK

Lola Destiya; Leni Evangalista Marliani

doi:10.34127/jrlab.v14i3.1695

Authors

Lola Destiya Universitas Jenderal Achmad Yani
Leni Evangalista Marliani Universitas Jenderal Achmad Yani

DOI:

https://doi.org/10.34127/jrlab.v14i3.1695

Keywords:

Service Quality, Customer Experience, Customer Satisfaction, Repurchase Intention

Abstract

This study aims to analyze the role of customer satisfaction in mediating the influence of service quality and customer experience on repurchase intention in Citilink airline users. The population in this study is Citilink airline users domiciled in West Java. The sample was taken using a convenience sampling technique involving respondents with a minimum age of 17 years who have used Citilink airlines at least once in the past 1 year. The number of samples in this study amounted to 80 respondents. The results of the study show that service quality and customer experience have a positive effect on partial customer satisfaction. Service quality, customer experience, and customer satisfaction have a positive effect on partial repurchase intention. The sobel test indicated that customer satisfaction was able to mediate the influence between service quality and customer experience on partial repurchase intention. This research provides important insights for the development of airline strategies in increasing repurchase intention.

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