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All Journal Coopetition : Jurnal Ilmiah Manajemen Jurnal Manajemen Maranatha
Yenita Yenita
Universitas Tarumanagara
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Social Sciences Other

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Analisis Variabel Pengaruh Terhadap Loyalitas Penumpang Lintas Penyeberangan Ketapang – Lembar Riska Angga Dewi; Yenita Yenita
Coopetition : Jurnal Ilmiah Manajemen Vol. 14 No. 2 (2023): Coopetition : Jurnal Ilmiah Manajemen
Publisher : Program Studi Magister Manajemen, Institut Manajemen Koperasi Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32670/coopetition.v14i2.3078

Abstract

The Ketapang-Lembar crossing will begin operations in April 2021. The construction of this crossing 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.
Faktor penentu loyalitas penumpang kereta api antarkota lintas Pulau Jawa Hernita Effendi; Yenita Yenita
Jurnal Manajemen Maranatha Vol 22 No 2 (2023): Jurnal Manajemen Maranatha
Publisher : Universitas Kristen Maranatha

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.28932/jmm.v22i2.6277

Abstract

PT Kereta Api Indonesia (KAI) is a monopolist company that has no competitors in the field of rail transportation services, but in Java Island is vulnerable to competitors in the field of other land transportation services. In 2022, the number of intercity train passengers throughout Java non-Jabodetabek seems to be fluctuating, this is possible because people are not satisfied with train services. This research is intended to unravel the influence of customer experience, trust, and satisfaction that can affect customer loyalty. Partial Least Square (PLS) was used to process the data in this study. The sample in this study was a customer of the cross-Java intercity railway with purposive sampling technique. The results showed that customer experience affects satisfaction. Customer trust also affects satisfaction. Then customer experience is proven to affect customer loyalty, but customer trust is not proven to affect customer loyalty. Furthermore, trust is proven to affect customer loyalty. Customer experience mediated by satisfaction is also proven to affect customer loyalty. Customer trust is also proven to be able to influence customer loyalty through satisfaction. The analysis proves that experience and trust affect the customer satisfaction of cross-Java intercity train customers, then experience and satisfaction affect the customer loyalty of cross-Java intercity train customers, but not with trust, and also customer loyalty of cross-Java intercity train customers is influenced by experience and trust through customer satisfaction mediation. For PT KAI, this research has implications for the vitality of passenger loyalty by creating a good experience and passenger trust.
Co-Authors Hernita Effendi Riska Angga Dewi