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All Journal MBR (Management and Business Review)
Komarrudin, Achmad
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Economics, Econometrics & Finance Social Sciences

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Kepuasan penumpang pada terminal bus di kawasan Pondok Cabe Komarrudin, Achmad; Handayani, Susanty; Suryobuwono, Abdullah Ade; Ricardianto, Prasadja; Abdurachman, Edi
MBR (Management and Business Review) Vol 7 No 1 (2023): Juni
Publisher : Fakultas Ekonomika dan Bisnis, Universitas Kanjuruhan Malang, Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21067/mbr.v7i1.8190

Abstract

The purpose of this research is to find out the influence of service quality, terminal accessibility toward passenger satisfaction, the influence of service quality, terminal accessibility and passenger satisfaction regarding passenger loyalty as well as indirect influence of service quality and terminal accessibility toward passenger loyalty concerning passenger satisfaction at Terminal Pondok Cabe. The samples for this research are 200 respondens who are passenger of Terminal Pondok Cabe. Data was collected using an online questionnaire, and analyzed using path analysis and the Sobel test. The research findings show that passenger loyalty is influenced by service quality and passenger satisfaction but not by terminal accessibility. Customer satisfaction can mediate the effect of service quality and terminal accessibility on customer loyalty.
Co-Authors Edi Abdurachman Handayani, Susanty Prasadja Ricardianto, Prasadja Suryobuwono, Abdullah Ade