HOW QUALITY, VALUE AND SATISFACTION CREATE PASSENGER LOYALTY: AN EMPIRICAL STUDY ON INDONESIA BUS RAPID TRANSIT PASSENGER

Authors

  • Ananda Sabil Hussein University of Brawijaya
  • Raditha Hapsari Lincoln University Canterbury

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.

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How to Cite

Hussein, A. S., & Hapsari, R. (2015). HOW QUALITY, VALUE AND SATISFACTION CREATE PASSENGER LOYALTY: AN EMPIRICAL STUDY ON INDONESIA BUS RAPID TRANSIT PASSENGER. The International Journal of Accounting and Business Society, 22(2), 95–115. Retrieved from https://ijabs.ub.ac.id/index.php/ijabs/article/view/262