THE INFLUENCE OF SELF-SERVICE TECHNOLOGIES TOWARDS MILLENNIAL TOURIST SATISFACTION AT AIRPORT SERVICE

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.