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

Authors

  • Yudis Tiawan Institute of Transportation and Logistics Trisakti, Jakarta, Indonesia
  • Dian Artanti Arubusman Institute of Transportation and Logistics Trisakti, Jakarta, Indonesia
  • Lira Agusinta Institute of Transportation and Logistics Trisakti, Jakarta, Indonesia
  • Juliater Simarmata Institute of Transportation and Logistics Trisakti, Jakarta, Indonesia
  • Yuliantini Yuliantini Institute of Transportation and Logistics Trisakti, Jakarta, Indonesia

DOI:

https://doi.org/10.38035/jemsi.v8i1.9705

Keywords:

Service Quality, Customer Satisfaction, Social Media, Electronic Word of Mouth (e-WOM), Reuse Intention, Soekarno–Hatta International Airport, SEM-PLS

Abstract

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.

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Published

2026-09-11

How to Cite

Tiawan, Y., Arubusman, D. A., Agusinta, L., Simarmata, J., & Yuliantini, Y. (2026). 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. Jurnal Ekonomi Manajemen Sistem Informasi, 8(1), 66–75. https://doi.org/10.38035/jemsi.v8i1.9705

Issue

Vol. 8 No. 1 (2026): Jurnal Ekonomi Manajemen Sistem Informasi (September-Oktober 2026)

Section

Articles

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Copyright (c) 2026 Yudis Tiawan, Dian Artanti Arubusman, Lira Agusinta, Juliater Simarmata, Yuliantini Yuliantini

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