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Journal : JURNAL MANAJEMEN TRANSPORTASI

The Customer Loyalty of Patas Purwakarta Train Service Users Riyaldi, Muhamad Sapta; Amrizal, Amrizal; Silalahi, Tiur Merry Bunga
JURNAL MANAJEMEN TRANSPORTASI & LOGISTIK Vol 3, No 1 (2016): JURNAL MANAJEMEN TRANSPORTASI & LOGISTIK
Publisher : STMT Trisakti

Show Abstract | Download Original | Original Source | Check in Google Scholar

Abstract

The aim of this research is to find out the influence of service quality, ticket price, and customer satisfaction to the customer loyalty. It is a quantitative research using the data analysis method of Path Analysis. The results indicate that both variables of Service Quality (X1) and Ticket Price (X2) have a significant direct influence to the variable of Customer Satisfaction (Y1), whereas the variable of customer satisfaction has a significant indirect influence to the variable of Customer Loyalty (Y2) [through intervening the variable of customer satisfaction]. It is found in a sequence that the variables most influential to the increase of Customer Loyalty are: Service Quality, Customer Satisfaction, and the Ticket Price in the last rank. The results of path analysis indicate that service quality can directly influence the customer loyalty. It can be optimistically improved as maximal as possible through 5 factors having positive influences in enhancing customer loyalty. Meanwhile, Ticket Price still indirectly influences the customer loyalty and it can pesimistically still be enhanced through the policy on tariff and it is difficult to implement, only can be driven if the ticket price provided by the transport service provider is more competitive and more various as well as affordable for the consumer purchase power of that transport sevice. Key words : Service Quality, Ticket Price, Customer Satisfaction, Customer Loyalty
THE CUSTOMER LOYALTY OF PATAS PURWAKARTA TRAIN SERVICE USERS Riyaldi, Muhamad Sapta; Amrizal, Amrizal; Silalahi, Tiur Merry Bunga
JURNAL MANAJEMEN TRANSPORTASI & LOGISTIK Vol 3, No 1 (2016): MARET
Publisher : Sekolah Tinggi Manajemen Transportasi (STMT) Trisakti

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25292/j.mtl.v3i1.139

Abstract

The aim of this research is to find out the influence of service quality, ticket price, and customer satisfaction to the customer loyalty. It is a quantitative research using the data analysis method of Path Analysis. The results indicate that both variables of Service Quality (X1) and Ticket Price (X2) have a significant direct influence to the variable of Customer Satisfaction (Y1), whereas the variable of customer satisfaction has a significant indirect influence to the variable of Customer Loyalty (Y2) [through intervening the variable of customer satisfaction]. It is found in a sequence that the variables most influential to the increase of Customer Loyalty are: Service Quality,  Customer Satisfaction, and the Ticket Price in the last rank.The results of path analysis indicate that service quality can directly influence the customer loyalty. It can be optimistically improved as maximal as possible through 5 factors having positive influences in enhancing customer loyalty. Meanwhile, Ticket Price still indirectly influences the customer loyalty and it can pesimistically still be enhanced through the policy on tariff and it is difficult to implement, only can be driven if the ticket price provided by the transport service provider is more competitive and more various as well as affordable for the consumer purchase power of that transport sevice.
KEPUASAN PENGGUNA JASA TRANSPORTASI UNTUK MENINGKATKAN LOYALITAS Saribanon, Euis; Sitanggang, Rohana; Amrizal, Amrizal
JURNAL MANAJEMEN TRANSPORTASI & LOGISTIK Vol 3, No 3 (2016): NOVEMBER
Publisher : Sekolah Tinggi Manajemen Transportasi (STMT) Trisakti

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25292/j.mtl.v3i3.81

Abstract

This study aims to analyze and describe the direct and indirect effects between service quality and ticket fare through customer satisfaction to achieve customer loyalty of Perum DAMRI Land Transport service at central office /Prime Pull Perum Damri in Jakarta. The population is Perum DAMRI customers who have used the services of Perum DAMRI several times for several destinations. While the sample is Perum DAMRI customers in the Region of DKI Jakarta of 125 respondents, using purposive sampling. The analysis used in this research is Path Analysis Method. The calculations indicate that the variables of service quality to customer satisfaction is significant. Based on calculations, it is indicated that the ticket fare variable to consumer satisfaction is significant. Consumer satisfaction can be an intervening variable between service quality and loyalty of consumers. Consumer satisfaction can be an intervening variable between the ticket fare to the customers’ loyalty. Based on the test results, the variable of consumer satisfaction on customer loyalty is significant, Adjusted R Square (R2) of 0.981 shows that 98.1 % of the variance or consumer loyalty is determined by the independent variables and intervening variables in the regression equation
Co-Authors AA Sudharmawan, AA Abda Abda Ade Putra Afrizal, Ardi Agus Firmansyah Ahmad Riadi Ahmad Syuhada Ahmad Yonanda Ahmad Yonanda Alfiani Alfiani, Alfiani Alfiani, Prika Almuna Waro, Tri Amaliyah, Amaliyah Amelia, Amie Amrul Amrul Andiza, Reno Try Angga Darma Prabowo Anggraini, Ratu Anita Putri, Anita Ansori , Ansori ansori ansori Aoyama, Tosyiko Arwin Juli Rakhmadi Aryeni Aryeni, Aryeni Asmidar Asmidar Avrilliana, Rayya Ade awi, masni awi Aziz, Qithfirul Bagus Riyono Bahrun Bahrun Buana, Mohamad Torik Langlang Budiman Budiman Butarbutar, Frans Tomy Cabiles, Roldan C. Canrhas, Amril Chanafiah, Yayah Chandra Chandra Chatarina Umbul Wahyuni Choiruddin, Choiruddin Dahranawati, Rina Dali, Nuradli Ridzwan Shah Mohd Damayanti, Elok Damayanti, Wulan Aprilia Dani Dani Dani Setiawan, Priantoro Kartika Dani, Rian Darmansah, Darmansah Daulay, Desya Indah Marwiyah Davical Latuperissa, Dandy Defrian, Angga Deswani Panggabean, Deswani Dewi Amaliah Nafiati Dewi Apriyani, Sukma Dewi, RD. D. Lokita Pramesti Dian Candra Prasetyanti, Dian Candra Dinnie Ananda Rizky Dipati, Angga Dodi Mulyadi Domikeos, Mahena Efendi, Ashari Eko Tama Putra Saratian Elidar Sari Elisa, Erlin Ely Djulia Emi Agustina, Emi Euis Saribanon, Euis Fachrizal Ambia Fadli Fadli Farida Fattah, Farida Faridah, Farah Fatahillah, Fatahillah Fatimah, Wiwin Fazlimi, Fazlimi Febriamto, Adi Febrian, Wenny Desty Feronia, Orenda Olympia Ginting, Agus Gugat, Rudy Max Damara Gultom, Selfi Afriani Gumelar, R Tommy Gusneli, Dea Gusri Akhyar Ibrahim Haki, Wildan Afifah Hakim, Naufal Halim Simatupang Halim, Abd Haq, Chairul Haqq, Muhammad Faliyyul Harahap, Holijah Hardi, Rulli HARIYANTO, MASHUDI Harman, Rika Harmen, Harmen Harun Harun Hasibuan, Beni Saputra Hasibuan, Winda Sri Aton Hasruddin Hayati, Izzah Heriyadi, Dedi Herlini, Herlini Hermalinda, Indah Hiasa, Fina Hierdawati, Trie Hierdawaty, Trie Hubbul Wathan Irmanelly, Irmanelly Irnawan, Roni Ismail Ismail Iwan Setiadi Jafril Khalil Jamaluddin Jamaluddin Jaya, Indar Jufri, Lorenza Julianto Julianto Juni S Br Tarigan, Pagit Junidy, Muhammad Raihan Kasful Anwar Khomarudin, Agus Nur Kristi Agust, Kristi Kurniasih, Endah Tri Kurniawan, Dondi Kusumadi Laia, Katarina Lailasari Ekaningsih Leksono, Poniran Yudho Lesfatia, Engi Lestari, Mira Nur Indah Liem, calven Lubis, Bustanuddin M. 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