How to cite this paper
Samosir, J., Purba, O., Ricardianto, P., Triani, D., Adi, E., Wibisono, E., Rusmiyati, C., Udiati, T., Listyawati, A & Endri, E. (2024). The role of service quality, facilities, and prices on customer satisfaction in Indonesia aviation in the COVID-19 pandemic.Uncertain Supply Chain Management, 12(1), 91-100.
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Adeola, M. M., & Adebiyi, S. O. (2014). Service quality, perceived value, and customer satisfaction are determinants of Nigeria's airline choice. International Letters of Social and Humanistic Sciences, 20(1), 66-80.
Angelova, B., & Zekiri, J. (2011). Measuring customer satisfaction with service quality using the American Customer Satisfaction Model (ACSI Model). International journal of academic research in business and social sciences, 1(3), 232-258.
Bei, L. T., & Chiao, Y. C. (2001). An integrated model for the effects of perceived product, perceived service quality, and perceived price fairness on consumer satisfaction and loyalty. Journal of consumer satisfaction, dissatisfaction, and complaining behavior, 14, 125-140.
Berners-Lee, T., Hendler, J., & Lassila, O. (2023). The Semantic Web: A new form of Web content that is meaningful to computers will unleash a revolution of new possibilities. In Linking the World’s Information: Essays on Tim Berners-Lee’s Invention of the World Wide Web (pp. 91-103).
Bishop, V., Korczynski, M., & Cohen, L. (2005). The invisibility of violence: constructing violence out of the job centre workplace in the U.K. Work, employment and society, 19(3), 583-602.
Brady, M. K., & Robertson, C. J. (2001). Searching for a consensus on the antecedent role of service quality and satisfaction: an exploratory cross-national study. Journal of Business Research, 51(1), 53–60.
Dam, S. M., & Dam, T. C. (2021). Relationships between service quality, brand image, customer satisfaction, and customer loyalty. The Journal of Asian Finance, Economics and Business, 8(3), 585-593.
Dewi, D., Hajadi, F., Handranata, Y., & Herlina, M. (2021). The effect of service quality and customer satisfaction toward customer loyalty in service industry. Uncertain supply chain management, 9(3), 631-636.
Endri, E., Fatmawatie, N., Sugianto, S., Humairoh, H., Annas, M & Wiwaha, A. (2022). Determinants of efficiency of Indonesian Islamic rural banks. Decision Science Letters, 11(4), 391-398. DOI: 10.5267/j.dsl.2022.8.002
Endri, E., Syafarudin, A., Santoso, S., Imaningsih, E. S., Suharti, T., & Rinda, R. T. (2020). Consumption behavior patterns of generations Y Halal products in Indonesia. Academy of Entrepreneurship Journal, 26(2), 1-10.
Fadhilla, R., Zimbalis, A., Setyawati, A., & Anthony, D. (2019). The Impact of Price Fairness and Service Quality on Customer Satisfaction and Loyalty of Lion Air Airlines Due to Paid Baggage Policy on Domestic Flights at Soekarno Hatta Airport. Advances in Transportation and Logistics Research, 2, 170–177
Fountain, J. E. (2001). Paradoxes of public sector customer service. Governance, 14(1), 55–73.
Greenwell, T. C., Fink, J. S., & Pastore, D. L. (2002). Assessing the influence of the physical sports facility on customer satisfaction within the context of the service experience. Sport Management Review, 5(2), 129-148.
Hailuddin, H., Suryatni, M., Yuliadi, I., Canon, S., Syafrudin, S., & Endri, E. (2022). Beach Area Development Strategy as the Prime Tourism Area in Indonesia. Journal of Environmental Management and Tourism, 13(2), 414-426. DOI:10.14505/jemt.v13.2(58).11
Haming, M., Murdifin, I., Syaiful, A. Z., & Putra, A. H. P. K. (2019). The application of SERVQUAL distribution in measuring customer satisfaction of retails company. Journal of Distribution Science, 17(2), 25-34.
Harisman, D., Latief, A., Darti, D., Rimalia, W., Yusriadi, Y., Achmad, N., & Marbun, P. (2021). The effect of drug prices and facilities on customer satisfaction through service quality. In Proceedings of the International Conference on Industrial Engineering and Operations Management (pp. 3664-3671).
Hoover Jr, W. E., Eloranta, E., Holmström, J., & Huttunen, K. (2002). Managing the demand-supply chain: Value innovations for customer satisfaction. John Wiley & Sons.
Hsieh, J. P. A., Rai, A., Petter, S., & Zhang, T. (2012). Impact of user satisfaction with mandated CRM use on employee service quality. MIS Quarterly, 1065-1080.
Ilyas, G. B., & Mustafa, H. (2022). Price, Promotion, and Supporting Facilities on Customer Satisfaction. Golden Ratio of Marketing and Applied Psychology of Business, 2(1), 01-11.
Indrasari, A., Nadjmie, N & Endri, E. (2022). Determinants of satisfaction and loyalty of e-banking users during the COVID-19 pandemic. International Journal of Data and Network Science, 6(2), 497-508. DOI: 10.5267/j.ijdns.2021.12.004
Islam, M. R., Ahmed, M. T., Anwari, N., Hadiuzzaman, M., & Amin, S. (2022). The Aspiration for Happy Train Journey: Commuters’ Perception of the Quality of Intercity Rail Services. CivilEng, 3(4), 909-945.
Jakpar, S., Goh, S., Johari, A., & Myint, K. (2012). Examining the product quality attributes that influences customer satisfaction most when the price was discounted: a case study in Kuching Sarawak. International journal of business and social science, 3(23), 221-236.
Keiningham, T. L., Cooil, B., Aksoy, L., Andreassen, T. W., & Weiner, J. (2007). The value of different customer satisfaction and loyalty metrics in predicting customer retention, recommendation, and share‐of‐wallet. Managing service quality: An international Journal, 17(4), 361–384.
Kostyra, D. S., Reiner, J., Natter, M., & Klapper, D. (2016). Decomposing the effects of online customer reviews on brand, price, and product attributes. International Journal of Research in Marketing, 33(1), 11-26.
Kotler, P., & Keller, K. L. (2012). Marketing Management (13th ed.). New Jersey: Person Prentice Hall. Inc.
Marina, S., Pasha, K., Ricardianto, P., Octora, T., Olfebri, O., Rahmawati, A., Sianturi, T., Wiguna, E., Sitorus, P & Endri, E. (2023). Corporate image and service quality: Evidence from Indonesia Mass Rapid Transport.Uncertain Supply Chain Management, 11(3), 1265-1274.doi: 10.5267/j.uscm.2023.3.021
Mansur, S., Saragih, N., Susilawati, S., Udud, Y., & Endri, E. (2021). Consumer brand engagement and brand communications on destination brand equity maritine tourism in Indonesia. Journal of Environmental Management & Tourism, 12(4), 1032-1042.
Martín‐Consuegra, D., Molina, A., & Esteban, A. (2007). An integrated model of price, satisfaction and loyalty: an empirical analysis in the service sector. Journal of Product & Brand Management, 16(7), 459-468.
Naik, C. K., Gantasala, S. B., & Prabhakar, G. V. (2010). Service quality (SERVQUAL) and its effect on customer satisfaction in retailing. European journal of social sciences, 16(2), 231-243.
Namukasa, J. (2013). The influence of airline service quality on passenger satisfaction and loyalty: The case of Uganda airline industry. The TQM journal, 25(5), 520–532.
Ng, S. I., Sambasivan, M., & Zubaidah, S. (2011). Antecedents and outcomes of flight attendants’ job satisfaction. Journal of Air Transport Management, 17(5), 309–313. https://doi.org/10.1016/j.jairtraman.2011.03.007
Pahala, Y., Widodo, S., Kadarwati., Azhari, M., Muliyati., Lestari, N.I., Madjid, S.A., Sidjabat, S., Limakrisna, N., & Endri, E. (2021). The effects of service operation engineering and green marketing on consumer buying interest. Uncertain Supply Chain Management, 9(3), 603–608. https://doi: 10.5267/j.uscm.2021.5.011
Paramita, P., Zheng, Z., Haque, M. M., Washington, S., & Hyland, P. (2018). User satisfaction with train fares: A comparative analysis in five Australian cities. PloS one, 13(6), e0199449.
Prentice, C., Dominique Lopes, S., & Wang, X. (2020). The impact of artificial intelligence and employee service quality on customer satisfaction and loyalty. Journal of Hospitality Marketing & Management, 29(7), 739-756.
Priyanto, K., Ricardianto, P., Gunawan, A., Ikawati, I., Ra-harjo, E., Cahyono, S., Tursilarini, T., Hidayatulloh, A., Purnama, A & Endri, E. (2023). Passenger perception of commuter line service quality in Indonesia.International Journal of Data and Network Science, 7(4), 1729-1738. DOI: 10.5267/j.ijdns.2023.7.018.
Rahayu, D. D. (2019). Analysis of customer satisfaction level on service quality of three-star hotel in Pekanbaru. International Journal of Scientific and Technology Research, 8(10), 592-598.
Rahmanita, M., Ricardianto, P., Wijayanti, R., Agusinta, L., Asmaniati, F., Djati, S., Tatiana, Y., Arafah, W., Amsyari, I & Endri, E. (2023). The impact of the safety of passenger ship services on the development of water recreation: evidence from Indonesia.Uncertain Supply Chain Management, 11(3), 1121-1132.doi: 10.5267/j.uscm.2023.4.010
Rajasa, E. Z., Manap, A., Ardana, P. D. H., Yusuf, M., & Harizahayu, H. (2023). Literature Review: Analysis Of Factors Influencing Purchasing Decisions, Product Quality And Competitive Pricing. Jurnal Ekonomi, 12(01), 451-455.
Ricardianto, P., Widianingrum, T., Endri, E., Sholihah, S., Apriyadi, D., Kholdun, A., Bakhri, H., Rahandhi, R., Ariohadi, M & Manurung, R. (2023a). Enterprise risk management and supply chain effectiveness: Evidence in the Indonesian electricity project.Decision Science Letters, 12(4), 685-696. doi: 10.5267/dsl.2023.8.001
Ricardianto, P., Yanto, T., Wardhono, D., Fachrial, P., Sari, M., Suryobuwono, A., Perwitasari, E., Gunawan, A., Indriyati, I & Endri, E. (2023b). The impact of service quality, ticket price policy, and passenger trust on airport train passenger loyalty.Uncertain Supply Chain Management, 11(1), 307-318. doi: 10.5267/j.uscm.2022.9.012
Ricardianto, P., Wibowo, H., Agusinta, L., Abdurachman, E., Suryobuwono, A., Fachrial, P., Setiawan, A., Rafi, S., Maemunah, S., & Endri, E. (2022). Determinants of airport train operational performance. International Journal of Data and Network Science, 6(1), 91-98. doi: 10.5267/j.ijdns.2021.9.019.
Radojevic, T., Stanisic, N., & Stanic, N. (2015). Ensuring positive feedback: Factors that influence customer satisfaction in the contemporary hospitality industry. Tourism management, 51, 13-21.
Sultan, F., & Simpson Jr, M. C. (2000). International service variants: airline passenger expectations and perceptions of service quality. Journal of Services Marketing, 14(3), 188–216.
Suryawan, R., F., Maulina, E., Kamar, K., Latuconsina, A.S., Safari, B., Sugiyo, Wahdiniawati, S.A., Suryaningsih, L., Nervilia, I., Wiwaha, A., Endri, E. (2023). Improving Consumer Loyalty by Providing Service Excellent and Utilizing Business Relationships. WSEAS Transactions on Business and Economics, 20, 1463-1476.
Susanti, E., Marisa. L.H., & Endri, E (2022). Determinants of sustainable consumption: Moderating role of pandemic fear. Innovative Marketing, 18(4), 123–132. doi:10.21511/im.18(4).2022.11
Tannady, H. (2023). Role of Price, Service Quality and Location on Customer Satisfaction Public Bus Transportation in Soekarno-Hatta International Airport. Indonesian Journal of Business Analytics, 3(1), 99–108.
Thong, J. Y., Hong, S. J., & Tam, K. Y. (2006). The effects of post-adoption beliefs on the expectation-confirmation model for information technology continuance. International Journal of human-computer Studies, 64(9), 799-810.
Tsimonis, G., & Dimitriadis, S. (2014). Brand strategies in social media. Marketing Intelligence & Planning, 32(3), 328-344.
Wahyuni, T., Ricardianto, P., Harits, A., Thamrin, M., Liana, E., Anggara, D., Abidin, Z., Setyowati, T., Sugiyanto, S & Endri, E. (2022). The implementation of minimum service standards on ship operational performance: Empirical evidence from Indonesia.Uncertain Supply Chain Management, 10(4), 1297-1304. DOI: 10.5267/j.uscm.2022.7.010
Wong, J. K. W., Ge, J., & He, S. X. (2018). Digitisation in facilities management: A literature review and future research directions. Automation in Construction, 92, 312-326.
Yang, Z., Peterson, R. T., & Cai, S. (2003). Services quality dimensions of Internet retailing: an exploratory analysis. Journal of Services Marketing, 17(7), 685–700.
Yuksel, A., & Yuksel, F. (2001). Measurement and management issues in customer satisfaction research: Review, critique and research agenda: Part one. Journal of Travel & Tourism Marketing, 10(4), 47-80.
Yunanto, T. K., & Astini, R. (2020). The Effect of Service Quality and Ticket Rates for Customer Satisfaction and the Implication of Repurchase Intention of Sriwijaya Air Joint Operation with Garuda Indonesia. International Journal of Innovative Science and Research Technology, 5(5), 251-63.
Zameer, H., Tara, A., Kausar, U., & Mohsin, A. (2015). Impact of service quality, corporate image, and customer satisfaction towards customers' perceived value in the banking sector in Pakistan. International journal of bank marketing, 33(4), 442-456.
Zhang, X., & Prybutok, V. R. (2005). A consumer perspective of e-service quality. IEEE Transactions on Engineering Management, 52(4), 461-477.
Zhou, L., Ye, S., Pearce, P. L., & Wu, M. Y. (2014). Refreshing hotel satisfaction studies by reconfiguring customer review data. International Journal of Hospitality Management, pp. 38, 1–10.
Angelova, B., & Zekiri, J. (2011). Measuring customer satisfaction with service quality using the American Customer Satisfaction Model (ACSI Model). International journal of academic research in business and social sciences, 1(3), 232-258.
Bei, L. T., & Chiao, Y. C. (2001). An integrated model for the effects of perceived product, perceived service quality, and perceived price fairness on consumer satisfaction and loyalty. Journal of consumer satisfaction, dissatisfaction, and complaining behavior, 14, 125-140.
Berners-Lee, T., Hendler, J., & Lassila, O. (2023). The Semantic Web: A new form of Web content that is meaningful to computers will unleash a revolution of new possibilities. In Linking the World’s Information: Essays on Tim Berners-Lee’s Invention of the World Wide Web (pp. 91-103).
Bishop, V., Korczynski, M., & Cohen, L. (2005). The invisibility of violence: constructing violence out of the job centre workplace in the U.K. Work, employment and society, 19(3), 583-602.
Brady, M. K., & Robertson, C. J. (2001). Searching for a consensus on the antecedent role of service quality and satisfaction: an exploratory cross-national study. Journal of Business Research, 51(1), 53–60.
Dam, S. M., & Dam, T. C. (2021). Relationships between service quality, brand image, customer satisfaction, and customer loyalty. The Journal of Asian Finance, Economics and Business, 8(3), 585-593.
Dewi, D., Hajadi, F., Handranata, Y., & Herlina, M. (2021). The effect of service quality and customer satisfaction toward customer loyalty in service industry. Uncertain supply chain management, 9(3), 631-636.
Endri, E., Fatmawatie, N., Sugianto, S., Humairoh, H., Annas, M & Wiwaha, A. (2022). Determinants of efficiency of Indonesian Islamic rural banks. Decision Science Letters, 11(4), 391-398. DOI: 10.5267/j.dsl.2022.8.002
Endri, E., Syafarudin, A., Santoso, S., Imaningsih, E. S., Suharti, T., & Rinda, R. T. (2020). Consumption behavior patterns of generations Y Halal products in Indonesia. Academy of Entrepreneurship Journal, 26(2), 1-10.
Fadhilla, R., Zimbalis, A., Setyawati, A., & Anthony, D. (2019). The Impact of Price Fairness and Service Quality on Customer Satisfaction and Loyalty of Lion Air Airlines Due to Paid Baggage Policy on Domestic Flights at Soekarno Hatta Airport. Advances in Transportation and Logistics Research, 2, 170–177
Fountain, J. E. (2001). Paradoxes of public sector customer service. Governance, 14(1), 55–73.
Greenwell, T. C., Fink, J. S., & Pastore, D. L. (2002). Assessing the influence of the physical sports facility on customer satisfaction within the context of the service experience. Sport Management Review, 5(2), 129-148.
Hailuddin, H., Suryatni, M., Yuliadi, I., Canon, S., Syafrudin, S., & Endri, E. (2022). Beach Area Development Strategy as the Prime Tourism Area in Indonesia. Journal of Environmental Management and Tourism, 13(2), 414-426. DOI:10.14505/jemt.v13.2(58).11
Haming, M., Murdifin, I., Syaiful, A. Z., & Putra, A. H. P. K. (2019). The application of SERVQUAL distribution in measuring customer satisfaction of retails company. Journal of Distribution Science, 17(2), 25-34.
Harisman, D., Latief, A., Darti, D., Rimalia, W., Yusriadi, Y., Achmad, N., & Marbun, P. (2021). The effect of drug prices and facilities on customer satisfaction through service quality. In Proceedings of the International Conference on Industrial Engineering and Operations Management (pp. 3664-3671).
Hoover Jr, W. E., Eloranta, E., Holmström, J., & Huttunen, K. (2002). Managing the demand-supply chain: Value innovations for customer satisfaction. John Wiley & Sons.
Hsieh, J. P. A., Rai, A., Petter, S., & Zhang, T. (2012). Impact of user satisfaction with mandated CRM use on employee service quality. MIS Quarterly, 1065-1080.
Ilyas, G. B., & Mustafa, H. (2022). Price, Promotion, and Supporting Facilities on Customer Satisfaction. Golden Ratio of Marketing and Applied Psychology of Business, 2(1), 01-11.
Indrasari, A., Nadjmie, N & Endri, E. (2022). Determinants of satisfaction and loyalty of e-banking users during the COVID-19 pandemic. International Journal of Data and Network Science, 6(2), 497-508. DOI: 10.5267/j.ijdns.2021.12.004
Islam, M. R., Ahmed, M. T., Anwari, N., Hadiuzzaman, M., & Amin, S. (2022). The Aspiration for Happy Train Journey: Commuters’ Perception of the Quality of Intercity Rail Services. CivilEng, 3(4), 909-945.
Jakpar, S., Goh, S., Johari, A., & Myint, K. (2012). Examining the product quality attributes that influences customer satisfaction most when the price was discounted: a case study in Kuching Sarawak. International journal of business and social science, 3(23), 221-236.
Keiningham, T. L., Cooil, B., Aksoy, L., Andreassen, T. W., & Weiner, J. (2007). The value of different customer satisfaction and loyalty metrics in predicting customer retention, recommendation, and share‐of‐wallet. Managing service quality: An international Journal, 17(4), 361–384.
Kostyra, D. S., Reiner, J., Natter, M., & Klapper, D. (2016). Decomposing the effects of online customer reviews on brand, price, and product attributes. International Journal of Research in Marketing, 33(1), 11-26.
Kotler, P., & Keller, K. L. (2012). Marketing Management (13th ed.). New Jersey: Person Prentice Hall. Inc.
Marina, S., Pasha, K., Ricardianto, P., Octora, T., Olfebri, O., Rahmawati, A., Sianturi, T., Wiguna, E., Sitorus, P & Endri, E. (2023). Corporate image and service quality: Evidence from Indonesia Mass Rapid Transport.Uncertain Supply Chain Management, 11(3), 1265-1274.doi: 10.5267/j.uscm.2023.3.021
Mansur, S., Saragih, N., Susilawati, S., Udud, Y., & Endri, E. (2021). Consumer brand engagement and brand communications on destination brand equity maritine tourism in Indonesia. Journal of Environmental Management & Tourism, 12(4), 1032-1042.
Martín‐Consuegra, D., Molina, A., & Esteban, A. (2007). An integrated model of price, satisfaction and loyalty: an empirical analysis in the service sector. Journal of Product & Brand Management, 16(7), 459-468.
Naik, C. K., Gantasala, S. B., & Prabhakar, G. V. (2010). Service quality (SERVQUAL) and its effect on customer satisfaction in retailing. European journal of social sciences, 16(2), 231-243.
Namukasa, J. (2013). The influence of airline service quality on passenger satisfaction and loyalty: The case of Uganda airline industry. The TQM journal, 25(5), 520–532.
Ng, S. I., Sambasivan, M., & Zubaidah, S. (2011). Antecedents and outcomes of flight attendants’ job satisfaction. Journal of Air Transport Management, 17(5), 309–313. https://doi.org/10.1016/j.jairtraman.2011.03.007
Pahala, Y., Widodo, S., Kadarwati., Azhari, M., Muliyati., Lestari, N.I., Madjid, S.A., Sidjabat, S., Limakrisna, N., & Endri, E. (2021). The effects of service operation engineering and green marketing on consumer buying interest. Uncertain Supply Chain Management, 9(3), 603–608. https://doi: 10.5267/j.uscm.2021.5.011
Paramita, P., Zheng, Z., Haque, M. M., Washington, S., & Hyland, P. (2018). User satisfaction with train fares: A comparative analysis in five Australian cities. PloS one, 13(6), e0199449.
Prentice, C., Dominique Lopes, S., & Wang, X. (2020). The impact of artificial intelligence and employee service quality on customer satisfaction and loyalty. Journal of Hospitality Marketing & Management, 29(7), 739-756.
Priyanto, K., Ricardianto, P., Gunawan, A., Ikawati, I., Ra-harjo, E., Cahyono, S., Tursilarini, T., Hidayatulloh, A., Purnama, A & Endri, E. (2023). Passenger perception of commuter line service quality in Indonesia.International Journal of Data and Network Science, 7(4), 1729-1738. DOI: 10.5267/j.ijdns.2023.7.018.
Rahayu, D. D. (2019). Analysis of customer satisfaction level on service quality of three-star hotel in Pekanbaru. International Journal of Scientific and Technology Research, 8(10), 592-598.
Rahmanita, M., Ricardianto, P., Wijayanti, R., Agusinta, L., Asmaniati, F., Djati, S., Tatiana, Y., Arafah, W., Amsyari, I & Endri, E. (2023). The impact of the safety of passenger ship services on the development of water recreation: evidence from Indonesia.Uncertain Supply Chain Management, 11(3), 1121-1132.doi: 10.5267/j.uscm.2023.4.010
Rajasa, E. Z., Manap, A., Ardana, P. D. H., Yusuf, M., & Harizahayu, H. (2023). Literature Review: Analysis Of Factors Influencing Purchasing Decisions, Product Quality And Competitive Pricing. Jurnal Ekonomi, 12(01), 451-455.
Ricardianto, P., Widianingrum, T., Endri, E., Sholihah, S., Apriyadi, D., Kholdun, A., Bakhri, H., Rahandhi, R., Ariohadi, M & Manurung, R. (2023a). Enterprise risk management and supply chain effectiveness: Evidence in the Indonesian electricity project.Decision Science Letters, 12(4), 685-696. doi: 10.5267/dsl.2023.8.001
Ricardianto, P., Yanto, T., Wardhono, D., Fachrial, P., Sari, M., Suryobuwono, A., Perwitasari, E., Gunawan, A., Indriyati, I & Endri, E. (2023b). The impact of service quality, ticket price policy, and passenger trust on airport train passenger loyalty.Uncertain Supply Chain Management, 11(1), 307-318. doi: 10.5267/j.uscm.2022.9.012
Ricardianto, P., Wibowo, H., Agusinta, L., Abdurachman, E., Suryobuwono, A., Fachrial, P., Setiawan, A., Rafi, S., Maemunah, S., & Endri, E. (2022). Determinants of airport train operational performance. International Journal of Data and Network Science, 6(1), 91-98. doi: 10.5267/j.ijdns.2021.9.019.
Radojevic, T., Stanisic, N., & Stanic, N. (2015). Ensuring positive feedback: Factors that influence customer satisfaction in the contemporary hospitality industry. Tourism management, 51, 13-21.
Sultan, F., & Simpson Jr, M. C. (2000). International service variants: airline passenger expectations and perceptions of service quality. Journal of Services Marketing, 14(3), 188–216.
Suryawan, R., F., Maulina, E., Kamar, K., Latuconsina, A.S., Safari, B., Sugiyo, Wahdiniawati, S.A., Suryaningsih, L., Nervilia, I., Wiwaha, A., Endri, E. (2023). Improving Consumer Loyalty by Providing Service Excellent and Utilizing Business Relationships. WSEAS Transactions on Business and Economics, 20, 1463-1476.
Susanti, E., Marisa. L.H., & Endri, E (2022). Determinants of sustainable consumption: Moderating role of pandemic fear. Innovative Marketing, 18(4), 123–132. doi:10.21511/im.18(4).2022.11
Tannady, H. (2023). Role of Price, Service Quality and Location on Customer Satisfaction Public Bus Transportation in Soekarno-Hatta International Airport. Indonesian Journal of Business Analytics, 3(1), 99–108.
Thong, J. Y., Hong, S. J., & Tam, K. Y. (2006). The effects of post-adoption beliefs on the expectation-confirmation model for information technology continuance. International Journal of human-computer Studies, 64(9), 799-810.
Tsimonis, G., & Dimitriadis, S. (2014). Brand strategies in social media. Marketing Intelligence & Planning, 32(3), 328-344.
Wahyuni, T., Ricardianto, P., Harits, A., Thamrin, M., Liana, E., Anggara, D., Abidin, Z., Setyowati, T., Sugiyanto, S & Endri, E. (2022). The implementation of minimum service standards on ship operational performance: Empirical evidence from Indonesia.Uncertain Supply Chain Management, 10(4), 1297-1304. DOI: 10.5267/j.uscm.2022.7.010
Wong, J. K. W., Ge, J., & He, S. X. (2018). Digitisation in facilities management: A literature review and future research directions. Automation in Construction, 92, 312-326.
Yang, Z., Peterson, R. T., & Cai, S. (2003). Services quality dimensions of Internet retailing: an exploratory analysis. Journal of Services Marketing, 17(7), 685–700.
Yuksel, A., & Yuksel, F. (2001). Measurement and management issues in customer satisfaction research: Review, critique and research agenda: Part one. Journal of Travel & Tourism Marketing, 10(4), 47-80.
Yunanto, T. K., & Astini, R. (2020). The Effect of Service Quality and Ticket Rates for Customer Satisfaction and the Implication of Repurchase Intention of Sriwijaya Air Joint Operation with Garuda Indonesia. International Journal of Innovative Science and Research Technology, 5(5), 251-63.
Zameer, H., Tara, A., Kausar, U., & Mohsin, A. (2015). Impact of service quality, corporate image, and customer satisfaction towards customers' perceived value in the banking sector in Pakistan. International journal of bank marketing, 33(4), 442-456.
Zhang, X., & Prybutok, V. R. (2005). A consumer perspective of e-service quality. IEEE Transactions on Engineering Management, 52(4), 461-477.
Zhou, L., Ye, S., Pearce, P. L., & Wu, M. Y. (2014). Refreshing hotel satisfaction studies by reconfiguring customer review data. International Journal of Hospitality Management, pp. 38, 1–10.