Abstract:
Purpose: The research was conducted to discover the relations of Extrinsic Attribute,
Intrinsic Attribute, Customer Satisfaction, and Transcendent Service Experience to
Customer Attitude in context of Self-service Technology at Soekarno Hatta
International Airport from the millennial point of view.
Design/Methodology/Approach: This research was a quantitative research which
implementing Structural Equation Modeling (SEM). A primary data was collected
through distributing online questionnaire which consist of 31 items and 10 profile
questions within seven weeks. Out of 300 respond, 166 passed the screening and
went through validity and reliability test: face, content, construct validity, and
Cronbach’s Alpha.
Findings: This resulted that the intrinsic attribute significantly influence the customer
satisfaction while extrinsic attribute influence transcendence service experience in
negative way. Transcendent service experience is significantly influenced by
customer satisfaction while customer satisfaction influences customer attitude.
Originality/Value: Previously applied in M. Kim, Qu (2014) Wei, Torres, and Hua
(2017), the researcher adopted and modified both of the model to multiply the insight
of the study. This research is the first study conducted using this particular
framework in this demographic.
