Factors Affecting Satisfaction and Loyalty in Public Transport using Partial Least Squares Structural Equation Modeling (PLS-SEM)

Abstract

With an increasing number of privately own vehicles in Malaysia, the popularity of public transports is increasingly challenged by ride-hailing services such as Grab, MyCar, JomRides and MULA. To develop effective strategies aimed at retaining users, it is necessary to understand the factors that affect users’ satisfaction and loyalty in public transport. In this study, we propose that satisfaction and loyalty in public transport are associated with five key factors: accessibility, reliability, perceived value, comfort, and safety and security. Data collected from a survey of 179 public transport users in Kuching city was used to test the research model. Partial least squares structural equation modeling (PLS-SEM) was used to analyse the data. The main findings were that safety and security, and reliability significantly affected the users’ satisfaction and loyalty in public transport, while no statistically significant relationship was found among accessibility, satisfaction and loyalty. These findings not only contribute to the theory development of transportation research but also help practitioners to develop novel strategies aimed at increasing public transport usage.

Kualitas Pelayanan Terhadap Kepuasan Pelanggan Dan Dampaknya Pada Loyalitas Pelanggan Perusahaan Transportasi Umum

“…Juga, dalam teori diskonfirmasi dinyatakan bahwa kesesuaian harapan seseorang atas kondisi kualitas pelayanan aktual yang dipersepsikan dengan harapan-harapan seseorang akan mengarah pada perasaan senang dan timbulnya kesetiaan untuk kembali menggunakan layanan tersebut (Oliver dalam Mahmood, Tauheed Rana & Kanwal 2018). Berbagai penelitian, seperti penelitian juga menyatakan temuannya bahwa kualitas pelayanan, seperti keamanan dan keandalan menjadi salah satu faktor yang mendorong munculnya loyalitas seseorang dalam menggunakan layanan transportasi ride-hailing di Kota Kuching, Malaysia (Ha et al, 2019); kualitas layanan seperti keselamatan penumpang, kenyamanan, kompetensi pengemudi, kebersihan kendaraan berpengaruh positif dan signifikan pada perusahaan angkutan umum (Etuk et al, 2021); kualitas layanan akan memiliki pengaruh yang signifikan dan positif pada perbankan di Pakistan (Mahmood, Tauheed Rana, and Kanwal 2018); kualitas layanan menjadi aspek yang berpengaruh signifikan pada loyalitas penumpang pada transportasi publik di Tehran selama masa pandemi COVID-19 (Esmailpour et al, 2022); daya tanggap, jaminan, dan empati menjadi aspek dalam kualitas pelayanan yang memengaruhi loyalitas penumpang Trans Padang rute Pasar Raya -Lubuk Buaya (Wicaksono & Trinanda 2020).…”

Kualitas Pelayanan Kereta-Api Dengan Pendekatan Pengalaman Penumpang dan Dampaknya Pada Kepercayaan Penumpang

“…Tabel 1. Pengukuran Kualitas Pelayanan Kereta-api Dimensi Indikator Refensi Tiket kemudahan mendapatkan tiket (Nazrul, Ibrahim, Borhan, Osman, Razuhanafi, et al, 2022;Wonglakorn et al, 2021) kemudahan proses booking (Nazrul, Ibrahim, Borhan, Osman, Razuhanafi, et al, 2022;Wonglakorn et al, Kebersihan stasiun (Nazrul, Ibrahim, Borhan, Osman, Razuhanafi, et al, 2022;Wonglakorn et al, 2021) kecukupan ruang tunggu (Anggrayni et al, 2020;Ibrahim et al, 2020) Kejelasan petunjuk arah (Nazrul, Ibrahim, Borhan, Osman, Razuhanafi, et al, 2022), kejelasan pengumuman (Nazrul, Ibrahim, Borhan, Osman, Razuhanafi, et al, 2022;Wonglakorn et al, (Ha et al, 2019;Hadiuzzaman, Farazi, et al, 2019) Pengaturan toko (Wonglakorn et al, 2021).…”

Factors influencing tourists’ shared bicycle loyalty in Hangzhou, China

“…However, the formation of tourist loyalty is not identical in different contexts (for example, in the fields of hotels, shopping, and transport). For example, Ha et al (2019) identified five factors associated with customer loyalty in public transport: accessibility, reliability, perceived value, comfort, safety, and security. For some possessions of environmentally friendly products, scholars would argue the role of valuing their green attributes ( Chen and Chiu, 2016 ; Al Halbusi et al, 2020 ).…”