The Influence of Service Quality on Aircraft’s Brand Image in Bandung, Indonesia

Foster, Bob

doi:10.18775/jibrm.1849-8558.2015.35.3003

Cited by 6 publications

(7 citation statements)

References 26 publications

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“…Further stated, these results indicate that service managers must consider the passengers point of view and make efforts to always improve the resources and conduct an overall evaluation of passengers regarding service quality. The findings was also backed by Foster (2018) about the influence of brand image of airline in Indonesia, he stated that there is an influence between service quality to brand image. Besides that, the result also been supported with the prior research by Aspizain (2016) about the study in advertising company at TV One Indonesia, which examine that there is an influence between service quality and brand image.…”

Section: Goodness Of Fitmentioning

confidence: 89%

“…Thus, relationship between service quality and purchase intention mediating by brand image is supported. Another study by Foster (2018) about the influence of airline brand image in Bandung, Indonesia has an influence between service quality and brand image. In addition, the study in advertising company at TV One Indonesia by Aspizain (2016) also showing an influence between service quality and brand image.…”

Section: Literature Review Service Quality Influences Brand Imagementioning

confidence: 99%

“…For post-flight experience, the employees can help the customers with claim recovery in case of lost baggage, provide refunds for cancelled or delayed flights, and help find a replacement flight if the customer loses a connecting flight. To building trust, there are several trainings that can be provided for passengers such as Road Safety Awareness, Aviation Safety Awareness, and Dangerous Goods Awareness for Field Staff, and Basic Operations Training and Recurring Operations Training for flight attendants (Foster, 2018). Thus, by providing this service, it can make better service quality, build an outstanding brand image and resulting in repurchase intentions.…”

Section: Conclusion and Recommendationsmentioning

confidence: 99%

See 2 more Smart Citations

Examining the Factors Influencing Repurchase Intention in Using Lion Air

Nugraha

Ramadhanti

2021

FIRM

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The purpose of this study is to determine whether service quality, brand image, brand trust, and flight experience have influence towards repurchase intention in using Lion Air. This study is using quantitative method with 7 Likert-scale, from strongly disagree to strongly agree. The statements are adopted from various prior research. The data was distributed by online and directly to the person. The total sample used in this study is 347 respondents who ever flied with Lion Air at least twice from January 2019 to October 2019. The data was tested by using statistical software for validity and reliability and using Structural Equation Model for model fit and hypothesis testing. The findings indicate the factors that influencing customers repurchase intention in using Lion Air. Out of 6 hypotheses there are 4 hypotheses that are has a significant relationship which are service quality towards brand image, service quality towards brand trust, brand image towards brand trust, and brand trust towards repurchase intention. Meanwhile, the rest 2 hypotheses are found to be not significant, which are flight experience towards brand trust and brand image towards repurchase intention. There are many factors why it is rejected, such as price, needs, influence from others, the choice of routes, and frequent flight frequencies. This study is the first study that combine flight experience factor in determining customer repurchase intention in using Lion Air.

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Section: Goodness Of Fitmentioning

confidence: 89%

Section: Literature Review Service Quality Influences Brand Imagementioning

confidence: 99%

Section: Conclusion and Recommendationsmentioning

confidence: 99%

See 1 more Smart Citation

Examining the Factors Influencing Repurchase Intention in Using Lion Air

Nugraha

Ramadhanti

2021

FIRM

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“…Learning is defined as those changes in responses and response tendencies that result from the effects of experience. (Foster, 2018). This definition acknowledges that learned behavior must include changes in attitudes, emotions, evaluative criteria, and personality as well as the more easily observed variations in physical behavior that have taken place over time due to individual experience (Foster, 2018).…”

Section: The Role Of Learningmentioning

confidence: 99%

Determinants of Consumer Behavior and Prospective Purchase Decisions in E-Commerce Environment: Evidence from Palestine

السلوادي¹

2022

مجلة العلوم الإقتصادية و الإدارية و القانونية

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This paper intends to study consumers’ behavior and attitudes towards e-business industry in the Palestinian territories, and investigates the most important factors influencing the adoption decision, and models E-consumer behavior process toward the mass customization in e-business industry depending in the theory of reasoned action and theory of planned behavior. The sole objective of the following paper, which has been conducted on the year 2022, is to give an in-depth overview of all literature associated with E-consumer behavior focusing on consumer behavior process toward e-business industry in the Palestinian territories. The focus then turns to investigate the theoretical and conceptual framework of consumer behavior, and identify all concepts, principles and theories that will serve as foundations for the later studies. A comprehensive literature review of consumer behavior and factors influencing the adoption decision of e-business organizations from the point view of individual customers are also presented. This paper is divided into six major parts. The first and second parts outlines the environmental influences and interpersonal and intrapersonal determinants of E-consumer behavior, which includes investigating the role of culture, social classes, social and reference groups, personality, attitudes and the role of learning in shaping E-consumer behavior toward adoption. The third and fourth sections outlines the theory of reasoned action and theory planned behavior that will serve as foundations for this study. The fifth section provides a comprehensive literature review of consumer behavior and factors influencing the adoption decision of e-business organizations in Palestine. Finally, Structured Equation Model (SEM) technique has been utilized and the LISREL 8 program was used to test the impacts of Attitudes towards using technology (ATT), Reference Groups (RG), Personality (P) and Cultural Impacts (CI) on Perceived Usefulness (PU), Perceived Confidence (PC) and Behavioral Intention (BI).

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“…Studies conducted by Yaman (2018) show the impact of word of mouth on brand image. Meanwhile, Foster (2018) revealed that the Service quality has a positive and significant influence on the brand image. In addition, it is also an important indicator for a brand to be able to compete.…”

Section: Journal Of Management and Leadershipmentioning

confidence: 99%

The Role of Service Quality Improves Brand Image in Hotels Xyz: Word of Mouth as a Mediation

Nainggolan

Amidiola

2021

jml

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This study aims to analyze the effect of service quality on the brand image through word of mouth at Hotel XYZ Jakarta. The population in this study were all guests who came to the Hotel XYZ Jakarta, using primary data obtained from questionnaires with the accidental sampling method. Data samples were obtained from 234 respondents at Hotel XYZ in Jakarta. This study uses non-probability sampling with the SEM method, which is processed by SPSS and SmartPLS programs. The results represent service quality has a direct influence on word of mouth and brand image. Word of mouth also directly influences the brand image and can mediate the relationship between service quality and brand image.

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The Influence of Service Quality on Aircraft’s Brand Image in Bandung, Indonesia

Cited by 6 publications

References 26 publications

Examining the Factors Influencing Repurchase Intention in Using Lion Air

Examining the Factors Influencing Repurchase Intention in Using Lion Air

Determinants of Consumer Behavior and Prospective Purchase Decisions in E-Commerce Environment: Evidence from Palestine

The Role of Service Quality Improves Brand Image in Hotels Xyz: Word of Mouth as a Mediation

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