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All Journal Widya Cipta : Jurnal Sekretari dan Manajemen Jurnal Manajemen Maranatha
Effendi, Hernita
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

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Analisis Faktor-Faktor Yang Memengaruhi Customer Loyalty Effendi, Hernita; Yenita, Yenita
Widya Cipta: Jurnal Sekretari dan Manajemen Vol 7, No 1 (2023): March
Publisher : Universitas Bina Sarana Informatika

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31294/widyacipta.v7i1.15117

Abstract

Peningkatan jumlah penumpang Terminal Jatijajar Depok hanya terjadi pada peak season seperti: perayaan Natal, pergantian tahun, dan hari raya besar, namun di bulan-bulan lainnya nampak fluktuatif dan cenderung turun. Penelitian bertujuan untuk mengkaji faktor-faktor yang memengaruhi customer loyalty Terminal Jatijajar Depok. Penelitian termasuk dalam deskriptif kuantitatif. Data dianalisis menggunakan path analysis. Hasil membuktikan service quality tidak memengaruhi customer satisfaction and loyalty, tetapi berpengaruh pada customer trust. Customer experience tidak memengaruhi customer satisfaction and trust, tetapi mampu memengaruhi customer loyalty. Satisfaction tidak mampu memengaruhi customer loyalty. Trust memengaruhi customer loyalty. Service quality tidak memengaruhi loyalty dimediasi customer trust and satisfaction, tetapi customer experience mampu memengaruhi. The increase in passengers at the Jatijajar Depok Terminal only occurred during the peak season such as: Christmas celebrations, New Year's Eve, and major holidays, but in other months it seemed fluctuating and tended to decrease. The research will aim to examine the factors that influence loyalty. Research is included in the quantitative descriptive. Data analysis using path analysis. The results prove that service quality does not affect customer satisfaction and loyalty, but does affect customer trust. Customer experience does not affect customer trust and satisfaction, but can influence customer loyalty. Satisfaction is not able to influence customer loyalty. Trust affects customer loyalty. Service quality does not affect loyalty mediated by customer trust and satisfaction, but customer experience can influence it.
Faktor penentu loyalitas penumpang kereta api antarkota lintas Pulau Jawa Effendi, Hernita; 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 Yenita .