DOES SERVICE QUALITY OF CUSTOMER SUPPORT INFLUENCE CUSTOMER SATISFACTION AND WORD OF MOUTH?: A CASE STUDY AT PT AMADEUS INDONESIA.

In the current era of globalization, reliable information technology systems are indispensable in the business of flight. Passenger handling systems management requires accurate technology help to minimize the unsatisfactory services. Moreover, customer support is needed to deal with problems that arise. This study aims to determine the influence of service quality of customer support, customer satisfaction and word of mouth at PT Amadeus Indonesia. The object of research is Amadeus Travel Agents in the area of Jakarta, Surabaya and Medan. Sampling technique used is non probability sampling method. There are 100 respondents were given questionnaire. The data analysis used is Structural Equation Modeling (SEM) analysis with AMOS program to test the causality of three (3) research hypothesis. The results indicate that the variable of service quality of customer support at P.T. Amadeus has positive and significant influence on customer satisfaction. While customer satisfaction has negative significantly correlated with word of mouth. This result confirms that the service quality of customer support has no significant direct influence on word of mouth but it has a significant indirect influence through customer satisfaction as intervening variable.