The Effects of Service Quality on Customer Satisfaction, Customer Delight, Trust, Repurchase Intention, and Word of Mouth

Sigit Haryono, Suharyono ., Achmad Fauzi D.H., Imam Suyadi

Abstract


The research is aimed at assessing and explaining the effects of a) Service Quality on Customer Satisfaction, b) Service Quality on Customer Delight, c) Service Quality on Trust, d) Service Quality on Repurchase Intention, e) Service Quality on Word of Mouth, f) Service Satisfaction on Trust, g) Service Satisfaction on Trust, h) Service Satisfaction on Repurchase Intention, i) Service Satisfaction on Word of Mouth, j) Customer Delight on ,Trust, k) Customer Delight on Repurchase Intention, l) Customer Delight on Word of Mouth, m) Trust on Repurchase Intention, n) Trust on Word of Mouth, and o) Repurchase Intention on Word of Mouth. The population of the research is the full-service domestic airlines customers at Adisutjipto International Airport Yogyakarta. The sample is 100 respondents. The data was analyzed using the Generalized Structured Component Analysis (GSCA).The research found that a) Service Quality has a significant effect on Customer Satisfaction, b) Service Quality has a significant effect on Customer Delight, c) Service Quality has an insignificant effect on Trust, d) Service Quality has a significant effect on Repurchase Intention, e) Service Quality has an insignificant effect on Word of Mouth, f) Customer Satisfaction has a significant effect on Trust, g) Service Satisfaction on Trust, h) Customer Satisfaction has a significant effect on Repurchase Intention, i) Customer Satisfaction has an insignificant effect on Word of Mouth, j) Customer Delight has a significant effect on ,Trust, k) Customer Delight has a significant effect on Repurchase Intention, l) Customer Delight has a significant effect on Word of Mouth, m) Trust has a significant effect on Repurchase Intention, n) Trust has a significant effect on Word of Mouth, and o) Repurchase Intention has a significant effect on Word of Mouth.

Keywords: Service Quality, Customer Satisfaction, Customer Delight, Trust, Repurchase Intention, Word of Mouth.


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