Kepuasan penumpang pada terminal di kawasan Pondok Cabe

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Published: Aug 30, 2023
DOI: https://doi.org/10.21067/mbr.v7i1.8190
Keywords:
Kualitas pelayanan, aksesibilitas terminal, kepuasan penumpang, loyalitas penumpang, terminal

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Achmad Komarrudin
Institut Transportasi dan Logistik Trisakti Jakarta, Indonesia
Susanty Handayani
Institut Transportasi dan Logistik Trisakti Jakarta, Indonesia
Abdullah Ade Suryobuwono
Institut Transportasi dan Logistik Trisakti Jakarta, Indonesia
Prasadja Ricardianto
Institut Transportasi dan Logistik Trisakti Jakarta, Indonesia
Edi Abdurachman
Institut Transportasi dan Logistik Trisakti Jakarta, Indonesia

Abstract

The purpose of this research is to find out the influence of service quality, terminal accessibility toward passenger satisfaction, the influence of service quality, terminal accessibility and passenger satisfaction regarding passenger loyalty as well as indirect influence of service quality and terminal accessibility toward passenger loyalty concerning passenger satisfaction at Terminal Pondok Cabe. The samples for this research are 200 respondens who are passenger of Terminal Pondok Cabe. Data was collected using an online questionnaire, and analyzed using path analysis and the Sobel test. The research findings show that passenger loyalty is influenced by service quality and passenger satisfaction but not by terminal accessibility. Customer satisfaction can mediate the effect of service quality and terminal accessibility on customer loyalty.

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How to Cite
Komarrudin, A., Handayani, S., Suryobuwono, A. A., Ricardianto, P., & Abdurachman, E. (2023). Kepuasan penumpang pada terminal di kawasan Pondok Cabe. MBR (Management and Business Review), 7(1), 1–19. https://doi.org/10.21067/mbr.v7i1.8190
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Vol. 7 No. 1 (2023): Juni
Section
Articles
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This work is licensed under a Creative Commons Attribution 4.0 International License.

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