The impact of service quality, ticket price policy and passenger trust on airport train passenger loyalty

Ricardianto, Prasadja; Yanto, Tito Aji; Wardhono, Djarot Tri; Fachrial, Peppy; Sari, Mustika; Suryobuwono, Abdullah Ade; Perwitasari, Erni Pratiwi; Gunawan, Aang; Indriyati, Indriyati; Endri, Endri

doi:10.5267/j.uscm.2022.9.012

Cited by 8 publications

(3 citation statements)

References 50 publications

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“…The study suggests that for passengers to trust the airline, it's not enough for the quality of service; it also depends on other factors, such as the airline's reliability and ability to keep promises and commitments. This finding is the same as the study conducted by (D. N. , (Ricardianto et al, 2023, and (Shen & Yahya, 2021) 2.…”

Section: Discussionsupporting

confidence: 89%

Building Loyalty Through Education on Passenger Trust in Low Cost Airlines Indonesia, The Role Of Service Quality And Passenger Satisfaction

Mandasari,

Radjab,

Ashdaq

et al. 2022

QLMN

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The study aims to investigate how service quality contributes to passenger loyalty in LCA Indonesia, considering satisfaction and trust. A survey was conducted with 400 respondents who used LCA services for domestic flights at Sultan Hasanuddin Airport in Makassar between 2021 and May 2022. Structural Equation Modeling (SEM) was employed for data analysis. The results indicate that service quality, passenger satisfaction, and trust are crucial in shaping loyalty. Satisfying services have the potential to foster trust, leading to passenger loyalty. Satisfaction and trust act as effective mediators of service quality and passenger loyalty. The findings highlight the importance of delivering high-quality services that meet passenger expectations and generate satisfaction. LCA Indonesia can build trust and establish a loyal customer base by exceeding customer expectations. Service quality is vital for providing positive experiences to passengers. Understanding the mediating roles of satisfaction and trust is also key. LCA Indonesia can enhance passenger loyalty by prioritizing service quality, improving satisfaction levels, and building trust among passengers. Addressing these factors strengthens the airline's competitive position and ensures long-term customer loyalty in a highly competitive market.

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Section: Discussionsupporting

confidence: 89%

Building Loyalty Through Education on Passenger Trust in Low Cost Airlines Indonesia, The Role Of Service Quality And Passenger Satisfaction

Mandasari,

Radjab,

Ashdaq

et al. 2022

QLMN

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“…The study results reveal that service quality does not affect consumer loyalty, so the third hypothesis is rejected. Based on this study, it is known that it is not in line with previous research, which stated that service quality has a significant influence on consumer loyalty which was said by Kanyama et al (2022); Ricardianto et al, (2023); Sewaka et al, (2021). In this study Service Quality does not affect Customer Loyalty which is not in line with the current research results.…”

Section: Effect Of Service Quality On Customer Loyaltycontrasting

confidence: 81%

The Effect Of Online Customer Experience, Product Quality, and Service Quality On SMEs Customer Loyalty

Prakoso

Najmudin

Novandari

et al. 2023

JBMR

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This study aimed to ascertain the impact of online customer experience, product quality, and service quality on customer loyalty in SMEs. This study was conducted In Tangerang Selatan, Indonesia. A purposive sample technique was employed to acquire data. There were 150 responders in this survey. The SmartPLS 3.3 software tool performed partial least squares (PLS)-based structural equation modeling (SEM). According to the study, online customer experience and product quality substantially impact consumer loyalty. In contrast, service quality has no impact on consumer loyalty. The most important factor affecting customer loyalty is product quality which needs attention. If the product is of high quality, customers will be satisfied and will tend to buy again and recommend the business to others who can help increase the number of customers.

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“…Loyalty is a condition where customers have a positive attitude towards a brand, commit to the brand, and intend to continue their purchases in the future (Suryawan et al, 2023;Mowen & Minor, 2008;Andri et al, 2022). Loyalty measures how strongly consumers can be associated with a particular brand (Ricardianto et al, 2023). Griffin (2021) states that loyalty is one of the variables in direct purchasing decisions made by decision-making units from time to time.…”

Section: Customer Loyaltymentioning

confidence: 99%

Customer relationship management and brand image: Empirical evidence from marine export company in Indonesia

Rahmasari,

Farisyi,

Nabila

et al. 2024

10.5267/j.uscm

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This research aimed to analyze the direct and indirect influence of customer relationship management and brand image on customer loyalty in the marine export department of DSV Transport Indonesia through customer satisfaction. Customer Relationship Management in goods delivery was one of the essential variables to improve company service to satisfy its customers and impact their loyalty. Research with a quantitative approach uses the Path Analysis statistical tool. This research used quantitative methods with a sample of 199 companies. The key findings of this research stated that customer relationship management has a negative and insignificant effect on the satisfaction and loyalty of marine export customers of DSV Transport Indonesia. Thus, the changes occurring in the application of Customer Relationship Management in marine exports would not affect the satisfaction and loyalty of marine export customers of DSV Transport Indonesia. Based on the results of this research, it was stated that customer satisfaction was indirectly able to function as a mediator or mediate the indirect influence of Customer Relationship Management and brand image on the customer loyalty to marine exports of DSV Transport Indonesia.

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The impact of service quality, ticket price policy and passenger trust on airport train passenger loyalty

Cited by 8 publications

References 50 publications

Building Loyalty Through Education on Passenger Trust in Low Cost Airlines Indonesia, The Role Of Service Quality And Passenger Satisfaction

Building Loyalty Through Education on Passenger Trust in Low Cost Airlines Indonesia, The Role Of Service Quality And Passenger Satisfaction

The Effect Of Online Customer Experience, Product Quality, and Service Quality On SMEs Customer Loyalty

Customer relationship management and brand image: Empirical evidence from marine export company in Indonesia

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