The Influence of Service Quality, Customer Satisfaction, and Social Media on Reuse Intention Through Electronic Word of Mouth (E-WOM) Among Passengers at Soekarno–Hatta International Airport
DOI:
https://doi.org/10.38035/jemsi.v8i1.9705Keywords:
Service Quality, Customer Satisfaction, Social Media, Electronic Word of Mouth (e-WOM), Reuse Intention, Soekarno–Hatta International Airport, SEM-PLSAbstract
This study aims to analyze the influence of service quality, customer satisfaction, and social media on reuse intention through electronic word of mouth (e-WOM) among users of Soekarno–Hatta International Airport, Jakarta. This research adopts a quantitative approach, utilizing primary data collected through questionnaires distributed to 143 respondents, selected using probability sampling with a simple random sampling technique. The data were analyzed using Structural Equation Modeling (SEM) based on Partial Least Squares (PLS). The results indicate that service quality has a positive and significant effect on both reuse intention and e-WOM. Meanwhile, customer satisfaction does not have a significant direct effect on reuse intention, but it significantly influences e-WOM. Similarly, social media does not directly affect reuse intention, but it has a significant impact on e-WOM. Furthermore, e-WOM is found to have a positive and significant effect on reuse intention, and it serves as a mediating variable that strengthens the influence of service quality, customer satisfaction, and social media on reuse intention. These findings suggest that in the airport service context, e-WOM plays a critical role in shaping reuse intention, highlighting the importance of managing customer experience and digital communication strategies to enhance user loyalty.
References
Abubakar, A., Ilkan, M., & Sahin, P. (2016). eWOM, eReferral and gender in the virtual community. Marketing Intelligence & Planning, 34, 692–710. https://doi.org/10.1108/MIP-05-2015-0090
Erkan, I., & Evans, C. (2016). The influence of eWOM in social media on consumers’ purchase intentions: An extended approach to information adoption. Computers in Human Behavior, 61, 47–55. https://doi.org/https://doi.org/10.1016/j.chb.2016.03.003
Ghozali, I., & Latan, H. (2015). Partial Least Squares Konsep, Teknik dan Aplikasi Menggunakan Program SmartPLS 3.0. Ed. Ke-2. Universitas Diponegoro, Semarang.
Han, H., & Hyun, S. S. (2017). Impact of hotel-restaurant image and quality of physical-environment, service, and food on satisfaction and intention. International Journal of Hospitality Management, 63, 82–92. https://doi.org/https://doi.org/10.1016/j.ijhm.2017.03.006
Hanifah Anandhita Ramadhonna. (2023). PENGARUH CUSTOMER EXPERIENCE, BENEFIT OFFERED, DAN WORD OF MOUTH TERHADAP REUSE INTENTION OF MOBILE BANKING MELALUI CUSTOMER TRUST. In Aleph (Vol. 87, Issue 1,2). https://repositorio.ufsc.br/xmlui/bitstream/handle/123456789/167638/341506.pdf?sequence=1&isAllowed=y%0Ahttps://repositorio.ufsm.br/bitstream/handle/1/8314/LOEBLEIN%2C LUCINEIA CARLA.pdf?sequence=1&isAllowed=y%0Ahttps://antigo.mdr.gov.br/saneamento/proees
Harrigan, P., Evers, U., Miles, M., & Daly, T. (2016). Customer engagement with tourism social media brands. Tourism Management, 59, 597–609. https://doi.org/10.1016/j.tourman.2016.09.015
Hong, S.-J., Purtell, C., Chung, J. Y., & Choi, D.-H. (2024). How new technology impacts airport’s service quality and behavioral intentions. Journal of Travel & Tourism Marketing, 41(2), 235–251. https://doi.org/10.1080/10548408.2024.2311329
Ismagilova, E., Slade, E. L., Rana, N. P., & Slade, E. L. (2019). The Effect of Electronic Word of Mouth Communications on Intention to Buy : A Meta-Analysis. 2015.
Litvin, S., Goldsmith, R., & Pan, B. (2017). A retrospective view of electronic word of mouth in hospitality and tourism management. International Journal of Contemporary Hospitality Management, 30, 0. https://doi.org/10.1108/IJCHM-08-2016-0461
Nazir, M., & Tian, J. (2022). The In fl uence of Consumers ’ Purchase Intention Factors on Willingness to Pay for Renewable Energy ; Mediating Effect of Attitude. 10(February), 1–13. https://doi.org/10.3389/fenrg.2022.837007
Paisri, W., Ruanguttamanun, C., & Sujchaphong, N. (2022). Customer experience and commitment on eWOM and revisit intention : A case of Taladtongchom Thailand Customer experience and commitment on eWOM and revisit intention : A case of Taladtongchom. Cogent Business & Management, 9(1). https://doi.org/10.1080/23311975.2022.2108584
Prentice, C., Wang, X., & Loureiro, S. (2019). The influence of brand experience and service quality on customer engagement. Journal of Retailing and Consumer Services, 50, 50–59. https://doi.org/10.1016/j.jretconser.2019.04.020
Rusli, C. A., & Mulyandi, M. R. (2019). Pengaruh Penggunaan Media Sosial, Electronic Word of Mouth (EWOM) terhadap Keputusan Pembelian Konsumen dan Dimediasi oleh Kepercayaan. 149–158. https://doi.org/10.33510/slki.2019.149-158
Zhao, Y., Hu, Y., Richard, P., & Feng, T. (2026). How airport service quality and expectation confirmation shape airline passengers ’ behavioral intentions : Evidence from Papua New Guinea. 4(November 2025), 1–13.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2026 Yudis Tiawan, Dian Artanti Arubusman, Lira Agusinta, Juliater Simarmata, Yuliantini Yuliantini
This work is licensed under a Creative Commons Attribution 4.0 International License.
Hak cipta :
Penulis yang mempublikasikan manuskripnya di jurnal ini menyetujui ketentuan berikut:
- Hak cipta pada setiap artikel adalah milik penulis.
- Penulis mengakui bahwa Jurnal Ekonomi Manajemen Sistem Informasi (JEMSI) berhak menjadi yang pertama menerbitkan dengan lisensi Creative Commons Attribution 4.0 International (Attribution 4.0 International CC BY 4.0) .
- Penulis dapat mengirimkan artikel secara terpisah, mengatur distribusi non-eksklusif manuskrip yang telah diterbitkan dalam jurnal ini ke versi lain (misalnya, dikirim ke repositori institusi penulis, publikasi ke dalam buku, dll.), dengan mengakui bahwa manuskrip telah diterbitkan pertama kali di Jurnal Ekonomi Manajemen Sistem Informasi (JEMSI).
