Sabar Sutia, Refren Riadi, Mochammad Fahlevi

Abstract : Satisfaction and loyalty of customers are crucial keys for companies to keep winning the competition and retain the customers. They may be obtained through the improvement of service quality and good image of the company. Studies to examine the relation among service quality, company image, and customer satisfaction have been conducted. This study was conducted by employing SERQUAL Model to measure the level of service quality of the airport. The data were analyzed by implementing PLS-SEM to test the relation among all variables in the model. The result consistently supports all hypotheses proposed in the theoretical framework. The result shows that service quality, company image, and customer satisfaction are the important determinant of customer loyalty.

Keywords: service quality, image, satisfaction, loyalty

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