Fajariah, Faizatul, Respati, Harianto ORCID: https://orcid.org/0000-0002-3858-3331 and Romadloni, Moh (2018) Evaluation of Satisfaction and Trust based on Service Quality for Flight Passenger, Indonesia. IOSR Journal of Business and Management (IOSR-JBM), 20 (1). pp. 45-52. ISSN 2278-487X

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Abstract

The purpose of this study is to examine the relationship between service quality to satisfaction and trust, also to examine influence of reciprocal between satisfaction and trust. The uniqueness of this study is to test the quality of service to trust for the service sector. No previous research has been found that examines the direct effect of service quality and trust, particularly in the goods care services sector. Research location at Adisutjipto Airport Yogyakarta. Research respondents are passengers of Garuda Indonesia Airlines who utilize luggage storage services handled by a lost and fund unit is 99 respondents as research sample. Questionnaire as a tool to collect primary data. The research design is quantitative with regression techniques to test the modeling. The results indicate that service quality is stronger leads to trust than satisfaction for service users. There is a reciprocal influence between satisfaction and trust. The key finding of this study is the guarantee of passenger luggage for no damage and loss of positive impact on passenger trust.

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