Email this article Passenger Loyalty and Satisfaction: Empirical Evidence at the South Sumatra LRT Station in Indonesia
Abstract
During its operation, Light Rail Transit in the Province of South Sumatera had not become the main choice of transportation for people in Palembang and its surroundings.
Objectives: This research aimed to analyze the direct and indirect influences of operational performance and service quality on passenger loyalty mediated by Light Rail Transit passenger satisfaction.
Methodology: This research took the sample of all employees of the Station and passengers of Light Rail Transit Palembang as many as 100 people. The method of data analysis used in this research was the Path Analysis method.
Finding: The research found that operational performance and service quality had positive and significant direct and indirect influences on passenger satisfaction and passenger loyalty, also passenger satisfaction had a positive and significant influence on passenger loyalty.
Conclusion: Maintaining passenger loyalty needs an improvement in operational performance and service quality to achieve passenger satisfaction through the improvement of inter-division coordination and training. The improvement of operational performance and support from service quality will enhance passenger trust which, in turn, will increase the loyalty of LRT passengers.
Keywords
Full Text:
PDFReferences
Ab Majid, R., Said, R., Abdullah, J., Ngah, R., & Kwong, Q. J. (2021). Factors influencing ridership preference in using LRT service in Klang Valley. Planning Malaysia, 19(2), 250 – 262.
Abbasi, M., Mamdoohi, A. R., & Arndt, W. H. (2023). Modal shift behavior of car users to light rail transit, some evidence from the field. Transactions on Transport Sciences, 14(1), 24-29.
Adam, F., & Kamase, J. (2019). The effect competence and motivation to satisfaction and performance. International Journal of Scientific & Technology Research, 8(03), 132-140.
Agarwal, R., & Dhingra, S. (2023). Factors influencing cloud service quality and their relationship with customer satisfaction and loyalty. Heliyon, 9(4).
Alçura, G. A., Şimşek, G. G., Gündoğar, S. Ş. K., Tanriverdİ, S. C., & Gürsoy, M. (2021). Determinants of passenger loyalty for high speed rail system in Turkey. Balıkesir Üniversitesi Fen Bilimleri Enstitüsü Dergisi, 23(2), 760–781.
Alfazri, M. R., Martin, F., Sucipto, Y. D., & Sidjabat, S. (2020). Analysis of The Effect of Customer Satisfaction to Light Rail Transit (LRT) Service Quality in Jakarta. Advances in Transportation and Logistics Research, 3, 414-423.
Allen, J., Muñoz, J. C., & de Dios Ortúzar, J. (2019). Understanding public transport satisfaction: Using Maslow’s hierarchy of (transit) needs. Transport Policy, 81, 75-94.
Ansory, S. M., & Safira, A. (2018). Age Segmentation for Predicting Behavioural Intention of Using Railway Services in Indonesia. Asian Journal of Business and Accounting, 11(1), 229-264.
Arief, H., Oktaviar, C., Saratian, E. T. P., & Soelton, M. (2023). Pengaruh Pertumbuhan Penjualan, Profitabilitas dan Aktivitas terhadap Financial Distress. JUDICIOUS, 4(1), 157-164.
Astini, Rina, Ishrat, Kehkashan, Ramli, Yanto, Tafiprios, Chong Kwong, Wing, and Ooi Chee, Keong. Nexus among Crypto Trading, Environmental Degradation, Economic Growth and Energy Usage: Analysis of Top 10 Cryptofriendly Asian Economies. International Journal of Energy Economics and Policy. Volume 13, Issue 5. pp. 339-347. DOI: https://doi.org/10.32479/ijeep.14545
Astini, Rina, Salim, Ansa Savad, Deitiana, Tita, and Ramli, Yanto. (2023). Fintech Growth in Asia: A Shift Towards a Net-Zero Carbon Economy. Przestrzeń Spoleczna (Social Space). Volume 23, No. 3. pp.123-148
Awad, F. A., Graham, D. J., AitBihiOuali, L., & Singh, R. (2023). Performance of urban rail transit: a review of measures and interdependencies. Performance of Urban Rail Transit: A Review of Measures and Interdependencies, 1–28.
Banu, I. P. (2018). Determinants of Passenger Satisfaction on Service Quality in Southern Railways with Reference to Salem Division. International Journal of EngineeringTechnology Science and Research, 5(1), 389.
Carvalho dos Reis Silveira, T., Romano, C. A., & Gadda, T. M. C. (2022). Loyalty and public transit: a quantitative systematic review of the literature. Transport Reviews, 42(3), 362-383.
Colquitt, J., LePine, J., & Wesson, M. (2015). Organizational Behavior, Improving Performance and Commitment in the
Workplace (14th Eds). McGraw-Hill Education.
De Oña, J., De Oña, R., Eboli, L., Forciniti, C., & Mazzulla, G. (2016). Transit passengers’ behavioural intentions: the influence of service quality and customer satisfaction. Transportmetrica A: Transport Science, 12(5), 385-412.
De Ona, J., de Oña, R., Eboli, L., & Mazzulla, G. (2015). Heterogeneity in perceptions of service quality among groups of railway passengers. International Journal of Sustainable Transportation, 9(8), 612-626.
De Oña, R., Eboli, L., & Mazzulla, G. (2014). Key factors affecting rail service quality in the Northern Italy: a decision tree approach. Transport, 29(1), 75-83.
Dell ́Olio, L., Ibeas, A., de Ona, J., & de Ona, R. (2017). Public transportation quality of service: Factors, models, and applications. Elsevier.
Dziauddin, M. F. (2023). Quantifying the Impact of Light Rail Transit on Commercial Property Values: New Evidence From Greater Kuala Lumpur, Malaysia. Transportation Research Record, 0361198122. https://doi.org/10.1177/03611981221149728
Esmailpour, J., Aghabayk, K., Aghajanzadeh, M., & De Gruyter, C. (2022). Has COVID-19 changed our loyalty towards public transport? Understanding the moderating role of the pandemic in the relationship between service quality, customer satisfaction and loyalty. Transportation Research Part A: Policy and Practice, 162, 80–103.
Fahmi, F. (2017). The Factor Analysis That Has Significant Influence on The Timing of Implementation of Infrastructure Development LRT (Light Rail Transit) Projects in Jabodebek. IPTEK The Journal of Engineering, 3(2), 35–41.
Fornell, C., Mithas, S., Morgeson III, F. V., & Krishnan, M. S. (2006). Customer satisfaction and stock prices: High returns Low Risk. Journal of Marketing, 70(1), 3-14.
Ginting, Y., Chandra, T., Miran, I., & Yusriadi, Y. (2023). Repurchase intention of e-commerce customers in Indonesia: An overview of the effect of e-service quality, e-word of mouth, customer trust, and customer satisfaction mediation. International Journal of Data and Network Science, 7(1), 329-340.
Griffin, J. (2013). Customer loyalty: Cultivate and maintain customer loyalty. Jakarta: Erlangga.
Hairi, M. A. (2020). Governance and administrative process of the Light Rail Train project in Palembang, Indonesia. Public Administration and Policy, 23(3), 299-313.
Hamid, N., & Baharudin, N. I. (2023). The Effects of Perceived Service Quality, Perceived Safety towards Satisfaction, Loyalty and Complaints among Urban Rail Passengers. Research in Management of Technology and Business, 4(1), 796-811.
Harahap, S. M., Cahyarini, W., Utami, D. N. I., Wijayanti, W. R., & Ulkhaq, M. M. (2021). Measuring service quality using IPGA model: A case study in Indonesian train station. AIP Conference Proceedings, (Vol. 2409, No. 1, 020018).
Hartono, Sri, Ramli, Yanto, Astini, Rina, Widayati, Catur, and Ali, Anees Janee. (2024). The Clinical Information System That Effects The Patients' Satisfaction Of The Healthcare Services. Jurnal Manajemen. Volume 28, No. 1. pp. 1-22. DOI: https://doi.org/10.24912/jm.v28i1.1463
Hoo, W., Waheeda, A., & Reesha, A. (2023). Factors Influencing the Passenger Satisfaction at Public Transport in Kuala Lumpur, Malaysia. Journal of Project Management Practice (JPMP), 3(1), 77-94.
Ibrahim, A. N. H., & Borhan, M. N. (2021). Sex Disparity in Satisfaction and Loyalty Towards Urban Rail Transit: A Survey of Light Rail Transit (LRT) Passengers in Kuala Lumpur, Malaysia. International Journal of Integrated Engineering, 13(3), 223-228.
Ibrahim, A. N. H., Borhan, M. N., Mat Yazid, M. R., Rahmat, R. A., & Yukawa, S. (2021). Factors influencing passengers’ satisfaction with the light rail transit service in alpha cities: Evidence from Kuala Lumpur, Malaysia using structural equation modelling. Mathematics, 9(16), 1954.
Ibrahim, A. N. H., Borhan, M. N., Md. Yusoff, N. I., Ismail, A., Mat Yazid, M. R., Mhd Yunin, N. A., & Yukawa, S. (2021). Gender and age do matter: Exploring the effect of passengers’ gender and age on the perception of light rail transit service quality in Kuala Lumpur, Malaysia. Sustainability, 13(2), 990.
Ibrahim, A. N. H., Borhan, M. N., Osman, M. H., Mat Yazid, M. R., & Md. Rohani, M. (2022). The Influence of Service Quality on User’s Perceived Satisfaction with Light Rail Transit Service in Klang Valley, Malaysia. Mathematics, 10(13), 2213.
Ibrahim, A. N. H., Borhan, M. N., Zakaria, N. A., & Zainal, S. K. (2019). Effectiveness of Commuter Rail Service Toward Passenger’s Satisfaction: a Case Study from Kuala Lumpur, Malaysia. International Journal of Engineering and Technology, 8(1), 50–55.
Idri, A., Oukarfi, M., Boulmakoul, A., Zeitouni, K., & Masri, A. (2017). A distributed approach for shortest path algorithm in dynamic multimodal transportation networks. Transportation Research Procedia, 27, 294-300.
IDWU. (2022). South Sumatra LRT Trace Map.
Imaningsih, Erna Sofriana, Ramli, Yanto, Widayati, Catur,
Hamdan, and Yusliza, Mohd Yusoff. (2023). The Influence of Egoistic Values, Biospheric Values, and Altruistic Values on Green Attitudes for Re-intention to Use Eco-Bag: Studies on Millennial Consumers. Przestrzeń Spoleczna (Social Space). Volume 23, No. 3. pp.123-148. pp. 357-376
Imaz, A., Habib, K. M. N., Shalaby, A., & Idris, A. O. (2015). Investigating the factors affecting transit user loyalty. Public Transport, 7(1), 39-60.
Isikli, E., Aydin, N., Celik, E., & Gumus, A. T. (2017). Identifying key factors of rail transit service quality: an empirical analysis for Istanbul. Journal of Public Transportation, 20(1), 63-90.
Isradi, M., Farhan, M. N., Rifai, A. I., Mufhidin, A., & Prasetijo, J. (2021). Analysis of Passenger Satisfaction with LRT Jakarta Services Route Velodrome-Boulevard Utara. International Journal of Transportation and Infrastructure, 5(1), 26-35.
Javid, M. A., Okamura, T., Nakamura, F., & Wang, R. (2013). Comparison of commuters’ satisfaction and preferences with public transport: A case of wagon service in Lahore’. Jordan Journal of Civil Engineering, 7(4), 461–472.
Kadarsa, E., Ilmiaty, R. S., & Putra, A. (2023). Potential users of river transport integrated with the South Sumatera Light Rail Transit (LRT) after improvements to the facilities in accordance with public perception. Civil Engineering and Architecture, 11(2), 863–872.
Khalid, U. A., Bachok, S., Osman, M. M., & Ibrahim, M. (2014). User perceptions of rail public transport services in Kuala Lumpur, Malaysia: KTM Komuter. Procedia-Social and Behavioral Sciences, 153, 566-573.
Kodupuganti, S. R., & Pulugurtha, S. S. (2021). Modeling the influence of the light rail transit system on traffic operational performance before and after it is in operation. International Conference on Transportation and Development 2021, (pp. 491-501).
Kotler, P. (2018). Marketing Management. New York: Pearson Education International.
Kotler, P., & Armstrong, G. (2018). Principles of Marketing Global Edition (17th Eds). London: Pearson Education.
Kristiyanti, D. A., Aulianita, R., Putri, D. A., Utami, L. A.,
Agustini, F., & Alfianti, Z. I. (2022). Sentiment Classification Twitter of LRT, MRT, and Transjakarta Transportation using Support Vector Machine. 2022 International Conference of Science and Information Technology in Smart Administration (ICSINTESA), (pp. 143-148).
Lovelock, C., & Wirtz, J. (2011). Services Marketing: People, Technology and Strategy (7th Eds.). New Jersey: Prentice Hall, Inc.
Madiawati, P. N., & Pardede, N. L. K. (2023). The Customer Satisfaction as an Antecedent of Purchase Decision in the Post Pandemic Era. MIX: Jurnal Ilmiah Manajemen, 13(2), 404–418.
Marlapa, E. (2020). Quality of Service and Community Disciplinary Officer with Quality Products for Variable Interviening Customer Satisfaction: National Savings Bank Syariah Branch Bogor Regency Cigombong. International Review of Management and Marketing, 10(4), 132–139
Monsuur, F., Enoch, M., Quddus, M., & Meek, S. (2021). Modelling the impact of rail delays on passenger satisfaction. In Transportation Research Part A: Policy and Practice (Vol. 152, pp. 19–35). Elsevier. https://doi.org/10.1016/j.tra.2021.08.002
Muhammad, I. R., & Widyaningsih, N. (2023). Analysis of determination Transit Oriented Development areas (TOD) at Light Rail Transit (LRT) stations in Palembang City Review on environmental aspects. Astonjadro, 12(1), 260-274.
NSLRMA. (2023). Average North Sumatra LRT Usage 2021-2022.
Nurjannah, N., Erwina, E., Basalamah, J., & Syahnur, M. H. (2022). The impact of E-CRM and customer experience on E-commerce consumer loyalty through satisfaction in Indonesia. MIX: Jurnal Ilmiah Manajemen, 12(1), 56-69.
Obsie, A., Woldeamanuel, M., & Woldetensae, B. (2020). Service quality of addis ababa light rail transit: Passengers’ views and perspectives. Urban Rail Transit, 6, 231-243.
Oliver, R. L. (2010). Satisfaction: A Behavioral Perpective on The Customer. McGraw-Hill.
Ou, Y. C., de Vries, L., Wiesel, T., & Verhoef, P. C. (2014). The role of consumer confidence in creating customer loyalty. Journal of Service Research, 17(3), 339-354.
Pan, Q. (2019). The impacts of light rail on residential property values in a non-zoning city. Journal of Transport and Land Use, 12(1), 241-264.
Pangestu, I. S., Wibowo, H., & Suryono, T. (2022). Optimization of LRT Jakarta Headway Phase 1. Advances in Transportation and Logistics Research, 5, 989–997.
Parasuraman, A. (2010). Service productivity, quality and innovation. International Journal of Quality and Service Sciences, 2(3), 277-286.
Patra, A. P. (2009). Maintenance decision support models for railway infrastructure using RAMS & LCC analyses. Luleå University of Technology.
Phoong, S. Y., Phoong, S. W., Moghavvemi, S., & Phoong, K. H. (2019). User perception on urban light rail transit. Civil Engineering and Architecture, 7(6A), 43-49.
Pramudita, W. P., & Nataadmadja, A. D. (2023). Analysis of the performance of light rail transit (LRT) Jakarta as a transport demand management (TDM) strategy. IOP Conference Series: Earth and Environmental Science, (Vol. 1169, No. 1, 012021).
Ramli, Yanto, Imaningsih, Erna Sofriana, Rajak, Adnan and Ali, Anees Janee. (2022). Environmental Sustainability: To Enhance Organizational Awareness towards Green Environmental Concern. International Journal of Energy Economics and Policy. Volume 12, 4. pp.307-316. DOI: https://doi.org/10.32479/ijeep.13275
Ramli, Yanto, Kurniawan, Deden, Imaningsih, Erna Sofriana, Yuliantini, Tine, and Anah, Sri. (2022). Imposing Green Management to Enhance the Organizational Awareness against the Environmental Sustainability. International Journal of Energy Economics and Policy. Volume 13, Issue 1. pp. 518-528. DOI: https://doi.org/10.32479/ijeep.14001
Ramli, Yanto and Kartini, Dwi. (2022). Manajemen Strategik dan Bisnis. Bumi Aksara. Jakarta. Indonesia
Ramos-Santiago, L. E., Novales, M., & Varela-García, F. A.
(2022). Identifying and understanding determinants of regional differences in light-rail patronage and performance. Case Studies on Transport Policy, 10(2), 1188-1206.
Ravensbergen, L., Wasfi, R., Van Liefferinge, M., Ehrlich, I., Prince, S. A., Butler, G., & El-Geneidy, A. (2023). Associations between Light Rail Transit and physical activity: a systematic review. Transport Reviews, 43(2), 234-263.
Ricardianto, P., Utami, A. M., Setyawati, A., Kholdun, A. I., & Arubusman, D. A. (2021). Assessing Public Satisfaction in the Unit of Quick Reaction of Jakarta Transportation Agency. THE American Journal of Humanities and Social Sciences Research (THE AJHSSR), 4(5), 11–21.
Rohman, F. (2021). Model Perilaku Wisatawan Destinasi Wisata Spiritual: Aplikasi Service Dominant Logic Pada Industri Pariwisata. Mix: Jurnal Ilmiah Manajemen, 11(1), 107.
Rong, R., Liu, L., Jia, N., & Ma, S. (2022). Impact analysis of actual traveling performance on bus passenger’s perception and satisfaction. Transportation Research Part A: Policy and Practice, 160, 80–100. https://doi.org/10.1016/j.tra.2022.03.029
Sarwandy, M. H. A. (2023). Analysis of the Need for Feeder LRT (Light Rail Transit) Palembang City on Jalan Jendral Ahmad Yani. Formosa Journal of Sustainable Research, 2(2), 285-298.
Shadrina, R., & Lestari, Y. D. (2019). Understanding People’s Acceptance of Light Rail Transit in Bandung and Its Determinant Factors. Binus Business Review, 10(3), 201-209.
Shaheen, S. (2022). Quality Management and Operational Performance: A Case Study from Pakistan: Quality Management and Operational Performance 1-13. South Asian Journal of Operations and Logistics, 1(1), 1-13.
Shen, W., Xiao, W., & Wang, X. (2016). Passenger satisfaction evaluation model for Urban rail transit: A structural equation modeling based on partial least squares. Transport Policy, 46, 20-31.
Shiratina, Aldina, Ramli, Yanto and Hanifah, Haniruzila. (2022). SME Innovation and Social-Media on Intention to Visit Ternate City with Destination Image as the Moderating Variable. Jurnal Bisnis dan Manajemen. Volume 23, No. 1. pp. 66-78. DOI:https://doi.org/10.24198/jbm.v23i1.733
Shiratina, Aldina, Ramli, Yanto, Imaningsih, Erna Sofriana, Rajak, Adnan and Ali, Anees Janee. (2023). The Role of Entrepreneurial Marketing and Relationship Marketing that Strengthen the Women Entrepreneurs' Business Performance. Indonesian Journal of Business and Entrepreneurship. Volume 9 No. 2. pp. 177-185. DOI: 10.17358/IJBE.9.2.177
Sidharta, D. B., Triwahyuni, S. N., Priyono, H. A., & Brilianza, T. (2022). Level of Satisfaction on Services Quality of LRT South of Sumatra During the Corona Pandemic. IMFE (Jurnal Ilmiah Manajemen Fakultas Ekonomi), 8(2), 151-164.
Sidorchuk, R., Lukina, A., Markin, I., Korobkov, S., Ivashkova, N., Mkhitaryan, S., & Skorobogatykh, I. (2020). Influence of passenger flow at the station entrances on passenger satisfaction amid covid-19. Journal of Open Innovation: Technology, Market, and Complexity, 6(4), 1–26. https://doi.org/10.3390/joitmc6040150
Soelton, M., Wahyono, T., Oktaviar, C., Arief, H., Saratian, E. T. P., Cahyawati, I., & Syah, T. Y. R. (2021). Job Insecurity Anomaly on Turnover Intention and Employee Performance in The Organization Heavy Equipment Transportation Services. European Journal of Business and Management Research, 6(2), 211-216.
Sri Rahayu, Mardiah Kenamon, Nazipawati, Yulitiawati, E. M. D. (2022). Designing the Revisit Intention of the Tourism Model on Visiting the Borobudur Temple. MIX : Jurnal Ilmiah Manajemen Jurnal Ilmiah Manajemen, 18(1), 31–43.
Sriwidadi, T., & Prabowo, H. (2023). The Effect of Service Quality on Customer Loyalty Through Perceived Value and Customer Satisfaction of Jakarta Mobile Banking Application. MIX: Jurnal Ilmiah Manajemen, 13(3), 559–574.
Sudarman, E., Madiistriyatno, H., & Sudarman, I. (2021). Investigations of customer loyalty: Strengthening product quality, brand image and customer satisfaction. MIX: Jurnal Ilmiah Manajemen, 11(1), 78–93.
Sun, S., & Duan, Z. (2019). Modeling passengers’ loyalty to public transit in a two-dimensional framework: A case study in Xiamen, China. Transportation Research Part A: Policy and Practice, 124, 295–309.
https://doi.org/10.1016/j.tra.2019.04.007
Surya, A. P. (2019). Customer Loyalty from Perspective Of Marketing Mix Strategy and Customer Satisfaction a Study from Grab-Online Transportation in Era of Industrial Revolution 4.0. MIX: Jurnal Ilmiah Manajemen, 9(3), 394–406.
Venkatakrishnan, J., Alagiriswamy, R., & Parayitam, S. (2023). Web design and trust as moderators in the relationship between e-service quality, customer satisfaction and customer loyalty. The TQM Journal
Vicente, P., Sampaio, A., & Reis, E. (2020). Factors influencing passenger loyalty towards public transport services: Does public transport providers’ commitment to environmental sustainability matter? Case Studies on Transport Policy, 8(2), 627–638. https://doi.org/10.1016/j.cstp.2020.02.004
Wang, H. W., Peng, Z. R., Lu, Q. C., Sun, D. J., & Bai, C. (2018). Assessing effects of bus service quality on passengers’ taxi-hiring behavior. Transport, 33(4), 1030-1044.
Wiganda, S., & Marsasi, E. G. (2023). How Gratitude and Self-Image Congruency Can Affect Satisfaction, Trust, Affective Commitment. Jurnal Mix: Jurnal Ilmiah Manajemen, 13(1), 1-17.
Woldeamanuel, M., Obsie, A., & Woldetensae, B. (2022). Passengers’ perception towards socioeconomic benefits of Addis Ababa light rail transit. Case Studies on Transport Policy, 10(1), 198-207.
Wonglakorn, N., Ratanavaraha, V., Karoonsoontawong, A., & Jomnonkwao, S. (2021). Exploring passenger loyalty and related factors for urban railways in Thailand. Sustainability, 13(10), 5517.
Xiao, W., & Wei, Y. D. (2023). Assess the non-linear relationship between built environment and active travel around light-rail transit stations. Applied Geography, 151, 102862.
Yilmaz, V., Ari, E., & Oğuz, Y. E. (2021). Measuring service quality of the light rail public transportation: A case study on Eskisehir in Turkey. Case Studies on Transport Policy, 9(2), 974-982.
Yuliyanto, A., Purwoko, H., Ricardianto, P., & Sembiring, H. A. (2022). Loan Feasibility Analysis in Jabodebek Light Rail Transit (LRT) Project Investment Phase One Impact of The Covid 19 Pandemic. Advances in Transportation and Logistics Research, 5, 157-165
DOI: http://dx.doi.org/10.22441/jurnal_mix.2024.v14i1.005
Refbacks
- There are currently no refbacks.
MIX: Jurnal Ilmiah Manajemen
Journal URL: http://publikasi.mercubuana.ac.id/index.php/Jurnal_Mix
Journal DOI: 10.22441/jurnal_mix
P-ISSN: 2088-1231
E-ISSN: 2460-5328
Editor's Address:
Magister Management Department, Universitas Mercu Buana.
Tedja Buana Building 4th Floor.
Jl. Menteng Raya No. 29, Jakarta 10340.
The Journal is Indexed and Abstracting by:
