(Close Journal Access) Investigation of Customer Trust and Customer Loyalty on Transjakarta’s Bus

Agung Kresnamurti Rivai, Agung and Hamdy Hady, Hamdy and NANDAN LIMAKRISNA, NANDAN and Nabiilurrahman, Nabiil and Hana Zyadzya, Hana (2020) (Close Journal Access) Investigation of Customer Trust and Customer Loyalty on Transjakarta’s Bus. Talent Development & Excellence, 12 (1s). pp. 92-99. ISSN 1869-2885

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Abstract

The population of Jakarta has reached 9.6 million, plus outsiders who are active in Jakarta during the day as many as 2.5 million. On the other hand, every year population growth in DKI Jakarta always occurs, especially after Lebaran. The opening of Jakarta to newcomers was accompanied by the abolition of Population Justification Operation (OYK), leaving residents from outside the area free to come to Jakarta to look for work and change their fortune in the Capital. The purpose of this study was to determine the service quality and price perception together in gaining customer trust and its effect on the loyalty of TransJakarta users. This research uses quantitative and verification methods. The research unit is TransJakarta users in 15 corridors in Jakarta. With a sample size of 200 respondents. Data collection using survey techniques and data analysis was done descriptively with the help of Structural Equation Modeling (SEM) statistics using LISREL 8.8 software. Based on the results of this study, service quality, perceived price, trust, and loyalty together positively influence the first hypothesis that service quality has an effect of 7.11 on trust. The second hypothesis of price perception influences 6.65 on trust. The third hypothesis of turst has an effect on loyalty of 6.75. So if trust in TransJakarta, TransJakarta users will always trust using the services provided. The research findings show significant results for TransJakarta users who experience a fairly high increase every year, consumers believe using public transportation using TransJakarta provides its own satisfaction that is comfortable with buses, fast transport services, and affordable prices. Keywords: Service Quality, Price Perception, Trust, Loyalty

Item Type:	Article
Subjects:	H Social Sciences > H Social Sciences (General)
Divisions:	Fakultas Ekonomi dan Bisnis > Ilmu Manajemen S3
Depositing User:	H Nandan Limakrisna
Date Deposited:	02 May 2021 04:55
Last Modified:	02 May 2021 04:55
URI:	http://repository.upi-yai.ac.id/id/eprint/3584

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