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All Journal Jurnal Riset Akuntansi dan Bisnis Indonesia
Khasanah, Aprilia Uswatun
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Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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ANALISIS PENGARUH KUALITAS PELAYANAN DAN KEPERCAYAAN TERHADAP LOYALITAS PELANGGAN BUS TRANS JOGJA Alkindi, Muhammad Dahlan; Anindya, Vanisa Rahma; Afifah, Nurul; Khasanah, Aprilia Uswatun; Widiya, Erlani; Damayanti, Dila
Jurnal Riset Akuntansi dan Bisnis Indonesia STIE Widya Wiwaha Vol 4 No 2 (2024): Jurnal Riset Akuntansi dan Bisnis Indonesia
Publisher : Sekolah Tinggi Ilmu Ekonomi Widya Wiwaha

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32477/jrabi.v4i2.1031

Abstract

This research discusses public transportation, namely the Trans Jogja Bus with the aim of analyzing the influence of service quality and trust on customer loyalty of the Trans Jogja Bus. This research uses quantitative methods in the form of filling out questionnaires carried out in Yogyakarta accompanied by the use of analytical tests in the research. The population used was all loyal Trans Jogja Bus users with a sample of 30 respondents who were determined non-probably and measured using a purposive sampling technique. This research has important benefits for Trans Jogja Bus management, namely helping them to improve service quality and increasing customer trust through customer loyalty. The results of this research hypothesis test show that service quality has a negative and insignificant effect on customer loyalty, the results of trust show a positive and significant effect on customer loyalty, while service quality and trust have a positive and significant effect on customer loyalty.
Co-Authors Alkindi, Muhammad Dahlan Anindya, Vanisa Rahma Dila Damayanti Muhammad Afif Widiya, Erlani