摘要：The internet starts to change air ticket ordering and buying culture from conventional way to modern way nemely online booking. The air ticketing bussines at Malang city has shown a good improvement because of the society is higher needs from the society. Service quality that is provided by the service provider affects buyer Trust and satisfaction on online air ticket buying decision. One hundred respondents are involved in this explanatory research. The result of this research are (1) better service quality can increase consumer’s trust on online air ticket buying, (2) Trust on online air ticket buying that is felt by consumer can evoke satisfaction, (3) better service quality can increase consumer’s satisfaction on online air ticket buying. The research suggest that it is needed to improve some physical aspects such as security or consumers privacy, complementary product supply, innovative designed website, and response on customer’s complaint and suggestion.
关键词：Service quality; Trust; Satisfaction; Online buy decision; Air ticketing.
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