SERVICE QUALITY, PERCEIVE VALUE, SATISFACTION, TRUST, DAN LOYALTY PADA PT. KERETA API INDONESIA MENURUT PENILAIAN PELANGGAN SURABAYA
Abstract: This research is to analyze service
performance of PT Kereta Api Indonesia
(KAI) from five dimensions of SERVQUAL. It is also to analyze the relationship
among service quality, perceived value, customer satisfaction, trust and customer
loyalty. The populations of this research are all train passengers who have
used the service of PT KAI in Surabaya station.The writer uses convenience
sampling by distributing questionnaires to 400 respondents from some departing
train stations in Surabaya. The results show that service performance of PT
KAI, according to its customers, is good. In addition to this, the research
also shows that SRVQUAL and perceived value has direct positive influences on
customer satisfaction, and customer satisfaction has a direct positive
influence on trust and customer loyalty. In the analysis, it also shows that
trust has a positive influence on customer loyalty, eventhough it is not
significant. Thus, customer satisfaction has become an intervening variable
between SERVQUAL and perceived value towards customer loyalty. It also serves
as an intervening variable between SERVQUAL and perceived value towards trust.
However, trust cannot serve as an intervening variable between customer
satisfaction and customer loyalty.
Keywords: PT KAI, SERVQUAL,
perceived value, satisfaction, trust, loyalty
Penulis: Hatane Semuel, Nadya
Wijaya
Kode Jurnal: jpmanajemendd090012
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