Research Article
The effect of commuter line train’s service quality to customer satisfaction and customer loyalty
@INPROCEEDINGS{10.4108/eai.21-11-2018.2282041, author={Putiri Bhuana Katili and Fenna Dewi Setyawati and Nurul Ummi}, title={The effect of commuter line train’s service quality to customer satisfaction and customer loyalty}, proceedings={Proceedings of the First International Conference on Technology and Educational Science, ICSTES 2018, November 21-22 2018, Bali, Indonesia}, publisher={EAI}, proceedings_a={ICTES}, year={2019}, month={3}, keywords={service quality satisfaction loyalty transportation structural equation modelling}, doi={10.4108/eai.21-11-2018.2282041} }- Putiri Bhuana Katili
Fenna Dewi Setyawati
Nurul Ummi
Year: 2019
The effect of commuter line train’s service quality to customer satisfaction and customer loyalty
ICTES
EAI
DOI: 10.4108/eai.21-11-2018.2282041
Abstract
Jakarta as the capital city of Indonesia has the highest level of mobility. Also, Jakarta is highly dependent on some buffer zones such as Bogor, Depok, Tangerang, Bekasi, and Serpong for economic growth. Effective and efficient transportation is needed for adequate Mobilization of the buffer zone population to Jakarta. The commuter line is the best transportation company for an excellent mobilization. This research was conducted at PT Kereta Commuter Indonesia. The customer loyalty factor of Commuter line KRL is mostly influenced by service quality service and customer satisfaction. The objective of this research is to measure the positive effect of quality service and customer satisfaction on customer loyalty. The method used in this research is structural equation modeling using Lisrel 8.8 with 215 respondents. The data obtained from this research shows that there is positive influence of service quality on customer satisfaction with value 0.50, service quality influences customer satisfaction with 0.50 value, service quality has the influence on customer loyalty with value 0.10, and customer satisfaction has the effect on customer loyalty with value 0.66
