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Abstract

The purpose of this study is to examine factors influenced word-of-mouth in low cost carrier through Soekarno-Hatta Airport. This research used purposive sampling technique and overall of hypotheses tested by structural equation modeling using Amos 7.0 program. Data collected by distributing questionnaires to 106 male and female respondents who repurchase low cost carrier in Jakarta in the last 6 months. The result showed some variables not supporfor hypotheses. There are impact between perceived airline tangibles, perceived personnel tangibles, perceived empathy dan perceived image toward word of mouth through customer satisfaction and repurchase intention. Customer satisfaction also has. impact to feedback. Suggestions for future research are to add amount of variable and respondent.

Keywords: service quality, customer satisfaction, repurchase intention