The role of e-service quality in influencing customer satisfaction and airport brand image in Indonesia during the COVID-19 pandemic
DOI:
https://doi.org/10.31150/ajebm.v3i4.202Keywords:
e-service quality, customer satisfaction, brand image, Covid-19Abstract
The Covid-19 pandemic that occurred requires everyone to limit direct interaction or social distancing so that the role of e-service quality in serving customers is a must. This study aims to analyze the role of e-service quality in influencing customer satisfaction and the brand image of airports in Indonesia during the Covid-19 pandemic. Partial least square is used to analyze the relationship between e-service quality, customer satisfaction, and brand image. This study uses a sample of 205 respondents which has received quality e-service by airports in Indonesia. The result shows that e-service quality is a significant determinant of customer satisfaction. E-service quality and customer satisfaction also affect the brand image of airports in Indonesia. The result also shows the indirect effect of e-service quality on brand image through customer satisfaction. This research has implications for improving the brand image of airports in Indonesia, which requires e-service quality features and facilities that must exist at airports and benefit customers so that they will affect customer satisfaction and airport brand image. Airports in Indonesia must make e-service quality features and facilities capable of accommodating customer needs. This study bridges the gap in the literature on the use of e-service quality at the airports during the Covid-19 pandemic by explaining its relationship to customer satisfaction and airport brand image in Indonesia.
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