ANALYSIS OF SERVICE QUALITY ON BUILDING LOYALTY BY USING STRUCTURAL EQUATION MODELLING METHOD (CASE STUDY IN MAJAPAHIT RAILWAYS)
Abstract: Train system is one of
the transportation modes with some special characteristics that make it becomes
an effective and efficient transportation system to increase the service
quality. Although the AC economy class of Majapahit Railway has been officially
opened by the government, it has not been able to fulfill the people’s need. It
is proved with the decrease of number of passenger, and the increase of critics
related to the service quality. This research aims to analyze the principal
elements and the effect of service qualities towards the customer’s loyalty.
The research was conducted through survey on the Majapahit railway users
consisting of 200 respondents. The used sampling technique was non probability
sampling with purposive sampling method. It applied Structural Equation
Modelling in which the previous test was the classical assumptions. Based on
the calculations, it is indicated that the variables of service quality in
customer satisfaction and loyalty is significant. The principal elements that
influence satisfaction and loyalty are the operational schedule, the rolling
stock condition, station’s comfort and security, safety, ticket price, and how
the passengers enjoy the travelling. Adjusted R square of 0.8246 shows that 82
percent of consumer’ loyalty can give impact on service quality and customer
satisfaction.
Author: Eka Arista Anggorowati
Journal Code: jptsipilgg150046
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