The impact of web check-in and service quality on reuse intention: The mediating role of passenger trust

Abstract

The intention to reuse Garuda Indonesia Airline became the leading indicator in the minimum standard of air transport services. The main problems in this research were the less attractive promotion efforts that hindered passengers from reusing Garuda Indonesia Airline and unclear web check-in procedures, which were difficult for some passengers to understand. This research aimed to know the direct and indirect influences of service quality and web check-in on the intention to reuse Garuda Indonesia Airline mediated by passenger trust at Soekarno-Hatta Airport. The research was quantitative, with the data collecting method using a questionnaire distributed online through a purposive sampling technique to 210 passengers of Garuda Indonesia Airline. The data was analyzed using the partial least squares-structural equation modeling (PLS-SEM) method. This research showed five direct influences: the influence of service quality and web check-in on passenger trust, the influence of service quality, web check-in, and passenger trust on the intention to reuse Garuda Indonesia Airline. Passenger trust could mediate the influence of service quality and web check-in on the intention to reuse Garuda Indonesia Airline at Soekarno-Hatta Airport. From the results of this re-search, it could be concluded that service quality and web check-in through passenger trust are needed to reach the intention of reusing Garuda Indonesia Airline.