HOW QUALITY, VALUE AND SATISFACTION CREATE PASSENGER LOYALTY: AN EMPIRICAL STUDY ON INDONESIA BUS RAPID TRANSIT PASSENGER
This study aims to investigate the dimensions of serviceÂ quality especially in the area of public transport as wellÂ asthe role of service quality in enhancing passengerâ€™sÂ value, satisfaction and loyalty. Partial Least SquaresÂ (PLS) with survey data from 152 BRT passengerswas usedÂ by this study. This study found that outcome quality,Â physical quality and interaction quality are the the primaryÂ dimensions of service quality. In addition, this studyÂ explained that service quality has a signifiant effect onÂ passenger perceived value, satisfaction and loyalty. ApartÂ from perceived service quality, this study also found thatÂ passenger satisfaction and perceived value are the essentialÂ determinants of passenger loyalty.
Keywords: Bus Rapid Transit, Outcome quality, InteractionÂ quality, Physical quality, service quality, satisfaction andÂ loyalty.
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