HOW QUALITY, VALUE AND SATISFACTION CREATE PASSENGER LOYALTY: AN EMPIRICAL STUDY ON INDONESIA BUS RAPID TRANSIT PASSENGER
Abstract: This study aims to
investigate the dimensions of service quality especially in the area of public
transport as well asthe role of service quality in enhancing passenger’s value,
satisfaction and loyalty. Partial Least Squares (PLS) with survey data from 152
BRT passengerswas used by this study. This study found that outcome quality,
physical quality and interaction quality are the the primary dimensions of
service quality. In addition, this study explained that service quality has a
signifiant effect on passenger perceived value, satisfaction and loyalty. Apart
from perceived service quality, this study also found that passenger
satisfaction and perceived value are the essential determinants of passenger
loyalty.
Keywords: Bus Rapid Transit,
Outcome quality, Interaction quality, Physical quality, service quality,
satisfaction and loyalty
Author: Ananda Sabil Hussein,
Raditha Hapsari
Journal Code: jpakuntansigg140037