THE IMPACT OF AIRPORT SERVICE QUALITY AND PERCEIVED VALUE ON BEHAVIORAL INTENTIONS, THROUGH CUSTOMER SATISFACTION MEDIATION AT SOEKARNO HATTA AIRPORT TERMINAL 3
This study examines the Effect of Airport Service Quality and Perceived Value on Behavioral Intentions, Through Customer Satisfaction Mediation at Terminal 3 of Soekarno Hatta Airport. This research is included in the type of quantitative research. The population in this study were all consumers or passengers who wanted to leave and return to their destination which was done through Soekarno Hatta Airport, at Terminal 3. 165 respondents made up the study's sample. The outcomes of this research show indication that Airport Service Quality has a positive and favorable outcome on Behavioral Intentions, Customer satisfaction has a positive and substantial impact on perceived value, perceived value has a positive and significant impact on perceived quality, and perceived quality has a positive and significant impact on behavioral intentions through customer satisfaction, and perceived value has a positive and significant impact on behavioral intentions through customer satisfaction. Suggestions for airports are to increase the level of customer satisfaction by paying more attention to airport facilities, so that the quality and costs that passengers get are balanced.
Airport Service Quality, Perceived Value, Behavioral Intentions, and Customer Satisfaction