How Can Airport Service Quality Influence the Corporate Image: The Mediating Role of Customer Trust

Authors

  • Muhammad Thoriq Rabbani Irawan Institut Transportasi dan Logistik Trisakti, Jakarta, Indonesia
  • Muhammad Fadhiil Fauzi Jayadita Institut Transportasi dan Logistik Trisakti, Jakarta, Indonesia
  • Sandriana Marina Institut Transportasi dan Logistik Trisakti, Jakarta, Indonesia
  • Amrulloh Ibnu Kholdun Institut Transportasi dan Logistik Trisakti, Jakarta, Indonesia

DOI:

https://doi.org/10.38035/jsmd.v3i4.825

Keywords:

Airport Service Quality, Customer Trust, Corporate Image, Passenger, Soekarno-Hatta Airport Domestic Terminal 3

Abstract

Soekarno-Hatta International Airport still dominates the aviation market in the ASEAN region and is one of the busiest airports in the world. Hence, it needs to be balanced with the quality of airport services. This study analyzes Airport service quality's effect on corporate image mediated by customer trust at Soekarno-Hatta Airport Domestic Terminal 3. This research uses quantitative survey methods to collect data and surveys 259 Terminal 3 domestic Soekarno Hatta Airport passengers. The sampling method used is accidental sampling. The data were analyzed using Structural Equation Modeling (SEM) with SmartPLS 3 software. The results showed that airport service quality positively influences corporate image directly and through customer trust as a mediating variable.

References

Al-hilou, M., & Suifan, T. (2023). The mediating effect of patient trust on the relationship between service quality and patient satisfaction. International Journal of Health Care Quality Assurance, 36(1–2), 1–16. https://doi.org/10.1108/IJHCQA-05-2023-0028

Bezerra, G. C. L., & Gomes, C. F. (2020). Antecedents and consequences of passenger satisfaction with the airport. Journal of Air Transport Management, 83. https://doi.org/10.1016/j.jairtraman.2020.101766

Blau, P. M. (1964). Justice in Social Exchange.

Bozkurt, M. (2018). Corporate Image, Brand and Reputation Concepts and Their Importance for Tourism Establishments. International Journal of Contemporary Tourism Research, 60–66. https://doi.org/10.30625/ijctr.461064

Chen, C. C., Khan, A., Hongsuchon, T., Ruangkanjanases, A., Chen, Y. T., Sivarak, O., & Chen, S. C. (2021a). The role of corporate social responsibility and corporate image in times of crisis: The mediating role of customer trust. International Journal of Environmental Research and Public Health, 18(16). https://doi.org/10.3390/ijerph18168275

Chen, C. C., Khan, A., Hongsuchon, T., Ruangkanjanases, A., Chen, Y. T., Sivarak, O., & Chen, S. C. (2021b). The role of corporate social responsibility and corporate image in times of crisis: The mediating role of customer trust. International Journal of Environmental Research and Public Health, 18(16). https://doi.org/10.3390/ijerph18168275

Fahmi, A., Abd, B., Nur, A., Binti, A., & Khalid, A. (2010). THE PERCEPTION OF CIVIL SERVICE ON THE INTRODUCTION OF KEY PERFORMANCE INDICATORS (KPI).

Fombrun, C. J. (1996). Reputation: Realizing Value from the Corporate Image.

Gitto, S., & Mancuso, P. (2017). Improving airport services using sentiment analysis of the websites. Tourism Management Perspectives, 22, 132–136. https://doi.org/10.1016/j.tmp.2017.03.008

Hafizah Aqsha, N., Lucyanna, A., Marina, S., & Widiawati, S. (2021). THE EFFECT OF PERCEIVED PRICE AND SERVICE QUALITY ON CUSTOMER SATISFACTION OF GARUDA INDONESIA AIRLINE DURING PANDEMIC. Global Research on Sustainable Transport & Logistics, 715–727.

Hair, J. F., Babin, B. J., Black, W. C., & Anderson, R. E. (2019). Multivariate Data Analysis (8th ed.). Cengage.

Harsanti, P., Ghozali, I., & Chariri, A. (2016). DETERMINANTS OF INTERNAL AUDITORS BEHAVIOR IN WHISTLE BLOWING WITH FORMAL RETALIATION AND STRUCTURAL ANONIMITY LINE AS MODERATING VARIABLES (Empirical Study at State-owned Enterprises in Indonesia). International Journal of Applied Business and Economic Research, 14(3), 1531–1546. www.BPK.go.id

Hidayat, N. K., Bustaman, Y., & Hartono, Y. H. (2020). The Influence of Service Quality on Customer Trust Based on Special Case of “XYZ” Car Brand in Indonesia.

Jin, N. P., Lee, S., & Lee, H. (2015). The effect of experience quality on perceived value, satisfaction, image and behavioral intention of water park patrons: New versus repeat visitors. International Journal of Tourism Research, 17(1), 82–95. https://doi.org/10.1002/jtr.1968

Khoo, K. L. (2022). A study of service quality, corporate image, customer satisfaction, revisit intention and word-of-mouth: evidence from the KTV industry. PSU Research Review, 6(2), 105–119. https://doi.org/10.1108/PRR-08-2019-0029

Kurniawan, R., Sebhatu, S. P., & Davoudi, S. (2017). Passengers’ Perspective toward Airport Service Quality (ASQ) (Case Study at Soekarno-Hatta International Airport). In Journal of the Civil Engineering Forum (Vol. 3, Issue 1).

Latan, H., & Ghozali, I. (2015). Partial Least Squares: Concepts, Techniques and Applications using SmartPLS 3.

Lin, L. Y., & Ching Yuh, C. Y. (2010). The influence of corporate image, relationship marketing, and trust on purchase intention: the moderating effects of wordofmouth. Tourism Review, 65(3), 16–34. https://doi.org/10.1108/16605371011083503

Mainardes, E. W., Melo, R. F. S. de, & Moreira, N. C. (2021). Effects of airport service quality on the corporate image of airports. Research in Transportation Business and Management, 41. https://doi.org/10.1016/j.rtbm.2021.100668

Manulang, S., Komang, I., Bendesa, G., Nyoman, I., & Putra, D. (2015). The Effect of Service Quality in International Airport I Gusti Ngurah Rai on Satisfaction, Image, and Tourists Loyalty Who Visited Bali. E-Journal Of Tourism, 2(1), 9–21. http://ojs.unud.ac.id/index.php/eot9

Marina, S., Kartini, D., Sari, D., & Padmasasmita, S. (2016). CUSTOMER LOYALTY AS THE IMPLICATIONS OF PRICE FAIRNESS DETERMINED BY RELATIONSHIP MARKETING AND SERVICE QUALITY OF AIRLINE SERVICES. South East Asia Journal of Contemporary Business, Economics and Law, 11(2).

Morgan, R. M., & Hunt, S. D. (1994). The Commitment-Trust Theory of Relationship Marketing. In Source: Journal of Marketing (Vol. 58, Issue 3).

Nesset, E., & Helgesen, Ø. (2014). Effects of switching costs on customer attitude loyalty to an airport in a multi-airport region. Transportation Research Part A: Policy and Practice, 67, 240–253. https://doi.org/10.1016/j.tra.2014.07.003

Nguyen, N., & Leblanc, G. (2001). Corporate image and corporate reputation in customers’ retention decisions in services. In Journal of Retailing and Consumer Services (Vol. 8).

Pantouvakis, A., & Renzi, M. F. (2016). Exploring different nationality perceptions of airport service quality. Journal of Air Transport Management, 52, 90–98. https://doi.org/10.1016/j.jairtraman.2015.12.005

Parasuraman, A. P., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL A Multiple-item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, 64(1), 12–40. https://www.researchgate.net/publication/200827786

Park, J., Lee, H., & Kim, C. (2014). Corporate social responsibilities, consumer trust and corporate reputation: South Korean consumers’ perspectives. Journal of Business Research, 67(3), 295–302. https://doi.org/10.1016/j.jbusres.2013.05.016

Perusahaan, P., & Dan Batasan Tanggung Jawab, S. (2023). Ikhtisar Data Keuangan dan Operasional Financial and Operational Data Highlights Laporan Manajemen Management Report PT Angkasa Pura II. In Annual Report. https://www.angkasapura2.co.id.

Ricardianto, P., Yanto, T. A., Wardhono, D. T., Fachrial, P., Sari, M., Suryobuwono, A. A., Perwitasari, E. P., Gunawan, A., Indriyati, & Endri, E. (2023). The impact of service quality, ticket price policy and passenger trust on airport train passenger loyalty. Uncertain Supply Chain Management, 11(1), 307–318. https://doi.org/10.5267/j.uscm.2022.9.012

Richter, N. F., Sinkovics, R. R., Ringle, C. M., & Schlägel, C. (2016). A critical look at the use of SEM in international business research. International Marketing Review, 33(3), 376–404. https://doi.org/10.1108/IMR-04-2014-0148

Sahney, S., Banwet, D. K., & Karunes, S. (2004). A SERVQUAL and QFD approach to total quality education: A student perspective. International Journal of Productivity and Performance Management, 53(2), 143–166. https://doi.org/10.1108/17410400410515043

Setiawan, E. B., Wati, S., Wardana, A., & Ikhsan, R. B. (2020). Building trust through customer satisfaction in the airline industry in Indonesia: Service quality and price fairness contribution. Management Science Letters, 10(5), 1095–1102. https://doi.org/10.5267/j.msl.2019.10.033

Simarmata, J., Keke, Y., Veronica, Silalahi, S. A., & Benková, E. (2017). HOW TO ESTABLISH CUSTOMER TRUST AND RETENTION IN A HIGHLY COMPETITIVE AIRLINE BUSINESS. Polish Journal of Management Studies, 16(1), 202–214. https://doi.org/10.17512/pjms.2017.16.1.17

Skytrax. (2024). World’s Top 100 Airports 2024. https://www.worldairportawards.com/worlds-top-100-airports-2024/

Song, H., Ruan, W., & Park, Y. (2019). Effects of Service Quality, Corporate Image, and Customer Trust on the Corporate Reputation of Airlines. Sustainability, 11(12), 3302. https://doi.org/10.3390/su11123302

Sri Intan, C., Lois, L., Endang Wahyuni, R., & Ibnu Kholdun, A. (2022). The Effect of Facility and Quality of Service on Passenger Satisfaction at Terminal 3 Airport Soekarno Hatta on The Covid-19 Pandemic. Jurnal Manajemen Bisnis Transportasi Dan Logistik, 8(2). https://journal.itltrisakti.ac.id/index.php/jmtbtl

Steven, A. B., Dong, Y., & Dresner, M. (2012). Linkages between customer service, customer satisfaction and performance in the airline industry: Investigation of non-linearities and moderating effects. Transportation Research Part E: Logistics and Transportation Review, 48(4), 743–754. https://doi.org/10.1016/j.tre.2011.12.006

Suciyati, V. (2013). THE INFLUENCE OF MARKETING PUBLIC RELATION AND SERVICE QUALITY ON CORPORATE IMAGE THROUGH PUBLIC OPINION: STUDIES AT MANDIRI BANK (Vol. 12, Issue 2). http://goo.gl/lnyRP3

Taskiran, E., & Gökçe, Ç. A. (2017). The Corporate Image Perception of Airline Employees. In Advances in Management & Applied Economics (Vol. 7, Issue 3). online) Scienpress Ltd. https://www.researchgate.net/publication/322918374

Wahid, R. B., Hasim, M. A., & Shahrin, M. (2020). Influences of Media Richness on Instagram towards Consumer Purchase Intention: The Mediating Effect of Brand Equity. International Journal of Innovation, Creativity and Change, 10(11), 357–367. www.ijicc.net

Wibowo, H. A. (2016). PERAN PENTING KUALITAS LAYANAN DAN CITRA KAMPUS DALAM MEMBENTUK KEPUASAN DAN LOYALITAS MAHASISWA PTS X: KEGAGALAN BIAYA BERALIH. In Jurnal Sains Manajemen (Issue 2).

Wong, K. (2013). Partial least squares structural equation modelling (PLS-SEM) techniques using SmartPLS. https://www.researchgate.net/publication/313697374

Wu, H.-C. (2014). The effects of customer satisfaction, perceived value, corporate image and service quality on behavioral intentions in gaming establishments. Asia Pacific Journal of Marketing and Logistics, 26(4), 540–565. https://doi.org/10.1108/APJML-03-2014-0049

Zeithaml, V. A., & Berry, L. L. (n.d.). SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality. https://www.researchgate.net/publication/225083802

Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2010). Services Marketing Strategy. In Wiley International Encyclopedia of Marketing. Wiley. https://doi.org/10.1002/9781444316568.wiem01055

Zhang, R., Jun, M., & Palacios, S. (2023). M-shopping service quality dimensions and their effects on customer trust and loyalty: an empirical study. International Journal of Quality and Reliability Management, 40(1), 169–191. https://doi.org/10.1108/IJQRM-11-2020-0374

Downloads

Published

2026-03-25

How to Cite

Irawan, M. T. R., Jayadita, M. F. F., Marina, S., & Kholdun, A. I. (2026). How Can Airport Service Quality Influence the Corporate Image: The Mediating Role of Customer Trust. Jurnal Siber Multi Disiplin , 3(4), 568–581. https://doi.org/10.38035/jsmd.v3i4.825

Issue

Vol. 3 No. 4 (2026): Jurnal Siber Multi Disiplin (Januari - Maret 2026)

Section

Articles

License

Copyright (c) 2026 Muhammad Thoriq Rabbani Irawan, Muhammad Fadhiil Fauzi Jayadita, Sandriana Marina, Amrulloh Ibnu Kholdun

Creative Commons License

This work is licensed under a Creative Commons Attribution 4.0 International License.

Hak Cipta :

Penulis yang mempublikasikan manuskripnya di jurnal ini menyetujui ketentuan berikut:

  1. Hak cipta pada setiap artikel adalah milik penulis.
  2. Penulis mengakui bahwa Jurnal Siber Multi Disiplin (JSMD) berhak menjadi yang pertama menerbitkan dengan lisensi Creative Commons Attribution 4.0 International (Attribution 4.0 International CC BY 4.0) .
  3. Penulis dapat mengirimkan artikel secara terpisah, mengatur distribusi non-eksklusif manuskrip yang telah diterbitkan dalam jurnal ini ke versi lain (misalnya, dikirim ke repositori institusi penulis, publikasi ke dalam buku, dll.), dengan mengakui bahwa manuskrip telah diterbitkan pertama kali di JSMD.