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All Journal Jurnal Ecodemica : Jurnal Ekonomi Manajemen dan Bisnis Al Kalam : Jurnal Komunikasi, Bisnis dan Manajemen
Yenita Yenita
Universitas Tarumanagara Jakarta
Economics, Econometrics & Finance Social Sciences

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Analisis Dampak Service Quality terhadap Customer Trust, Customer Satisfaction dan Customer Loyalty Bus Transjakarta Noni Anche Natalia Fransisca; Yenita Yenita
Jurnal Ecodemica : Jurnal Ekonomi Manajemen dan Bisnis Vol 7, No 1 (2023): Ecodemica: Jurnal Ekonomi, Manajemen dan Bisnis
Publisher : LPPM Universitas BSI

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31294/eco.v7i1.15173

Abstract

Transjakarta is one of the transportation modes used by people in the capital city. Since its inauguration since 2004 Transjakarta has experienced many changes in terms of service quality, therefore this research was conducted, with the aim of analyzing the effect of service quality on customer trust, customer satisfaction and customer loyalty of Transjakarta buses. To see the community's response to Transjakarta's ability to serve its customers is measured by Likert Scale with a score of 1 to 4. This research uses quantitative descriptive analysis method. Sample collection using purposive sampling with a total of eighty respondents. Data processing methods using SmartPLS. The results of this study indicate that there are two rejected hypotheses and four accepted hypotheses. The rejected hypothesis is: that the quality of service from Transjakarta will not have an impact on customer trust in using Transjakarta. Likewise, customer trust will not have an impact on customer loyalty in using Transjakarta. The accepted hypothesis is that the quality of services provided by Transjakarta has a positive impact both on customer satisfaction as well as on customer loyalty in using Transjakrta as daily transportation and then the satisfaction obtained from Transjakarta customers has a positive impact both on customer loyalty and also on customer trust in using Transjakarta.    
ANALISIS PENGARUH VARIABEL KEPUASAN DAN KUALITAS PELAYANAN TERHADAP LOYALITAS PENUMPANG LINTAS PENYEBERANGAN KETAPANG – LEMBAR Riska Angga Dewi; Yenita Yenita
Al-Kalam Jurnal Komunikasi, Manajemen dan Bisnis Vol 10, No 2 (2023): JULI : AL KALAM JURNAL KOMUNIKASI, BISNIS DAN MANAJEMEN
Publisher : Universitas Islam Kalimantan Muhammad Arsyad Al Banjari

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31602/al-kalam.v10i2.10265

Abstract

The Ketapang-Lembar crossing will begin operations in April 2021. The construction of thiscrossing is intended to reduce the Gilimanuk-Denpasar traffic density and unravel the Padang Bai-Lembar crossing density. This research uses a quantitative method where the SmartPLS 3.0 application is used as a data analysis tool. Purposive sampling was the method used to collect data, and the sample was selected based on respondents who had used border transportation services at the Ketapang-Lembar crossing so that respondents had a general understanding of how to answer the questionnaire questions. The findings show that safety variables have the strongest influence on both customer satisfaction and loyalty when compared to comfort and reliability.
Co-Authors Noni Anche Natalia Fransisca Riska Angga Dewi