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All Journal ESENSI: JURNAL BISNIS DAN MANAJEMEN ISOQUANT : Jurnal Ekonomi, Manajemen dan Akuntansi
Nazwirman Nazwirman
YARSI University
Economics, Econometrics & Finance

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Passenger Loyalty Analysis: Case Study on Indonesian Commuter Trains Nazwirman Nazwirman; Zainal Zawir Simon
Esensi: Jurnal Bisnis dan Manajemen Vol 10, No 1 (2020)
Publisher : Faculty of Economic and Business

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.15408/ess.v10i1.12556

Abstract

This study was aim is to analyze and describe passenger loyalty influenced by the desired service quality performance and satisfaction at PT Kereta Commuter Indonesia (KCI). A sample consisting of 198 respondents was selected based on the particular criteria. The analysis method used was Satistical Package for Social Science (SPSS) version 24 and Analysis of Moment Structure (AMOS) version 22. The results obtained from three hypotheses revealed that the performance of service quality influenced significantly on satisfaction. The service quality performance influenced loyalty significantly. Satisfaction significantly influences loyalty. The customer satisfaction mediated the significance influence of service quality dimensions toward loyalty of the customers. Important dimension in this study were that KCI officers were disposed to help if needed; passengers had a positive attitude; and KCI was the main choice rated by respondents. This study provided theoretical and managerial contribution for marketing service feild. In terms of theoretical implications, each dimension of the performance of service quality could show different levels of the effect toward consumer behavior and was able to offer significant contribution for a company.
ANALISIS NIAT PERILAKU MELALUI PENGALAMAN WISATAWAN STUDI PADA TAMAN MINI INDONESIA INDAH JAKARTA Nazwirman Nazwirman
ISOQUANT : Jurnal Ekonomi, Manajemen dan Akuntansi Vol 3, No 2 (2019): Oktober 2019
Publisher : Universitas Muhammadiyah Ponorogo

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (496.98 KB) | DOI: 10.24269/iso.v3i2.288

Abstract

This research was conducted at Taman Mini Indonesia Indah (TMII). The variables used are perceived value, tourist experience and behavioral intention. The result is that perceived value has a direct effect on the tourist experience. The perceived value has a direct effect on behavioral intention. Tourist experience has direct effect on behavioral intention and the experience of tourists is able to mediate between perceived intention and behavioral intention. Research makes theoretical and managerial contributions. Providing value implications that play an important role in shaping and fostering positive tourist experiences by adding values that are emphasized on tourists so that it has an impact on their behavioral intentions. The value felt by tourists to visit TMII has quite an interesting experience, but most of them do not really want to visit unless invited to family, relatives and friends. Research Objectives provide insights into their construction and influence and develop a scale of measurement of perceived value and explore different dimensions of tourists in shaping tourist experiences and build theoretical frameworks to explain the relationships between variables
Co-Authors Zainal Zawir Simon