Syaghaf Dhafin Kewo, . (2024) PENGARUH KUALITAS LAYANAN DAN HARGA TERHADAP LOYALITAS DIMEDIASI KEPUASAN PELANGGAN (STUDI PADA PENGGUNA LRT JABODEBEK). Skripsi thesis, Universitas Pembangunan Nasional Veteran Jakarta.
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Abstract
The population expansion of the Jakarta metropolitan area raises concerns about sustainable public transport. LRT Jabodebek, as a new urban rail system, plays a key role in driving business growth, especially in real estate through transit-oriented development (TOD), boosting property values, and contributing to urban economic development. However, those systems have some issues with service quality and its pricing, which are important for its sustainability. This research examines the impact of service quality and price on the satisfaction and loyalty of LRT Jabodebek passengers. Data collected from 120 respondents in Jakarta, Bekasi, and Depok were examined using PLS-SEM with SmartPLS 4.1. The results show that both service quality (H1 accepted, p = 0.000) and price (H2 accepted, p = 0.000) positively impact customer satisfaction, with price having a more significant effect. Service quality (H3 accepted, p = 0.029), price (H4 accepted, p = 0.002), and customer satisfaction (H5 accepted, p = 0.013) also directly impact loyalty. Mediation analyses demonstrate that customer satisfaction can mediate the service quality and price to impact loyalty with complementary mediation (H6 and H7 supported, p < 0.05, v2 > 0.01). These findings suggest that a combination of competitive pricing strategies and service quality improvements can increase customer satisfaction and loyalty. To ensure the sustainability of LRT Jabodebek, improving service quality and pricing strategies is essential.
| Item Type: | Thesis (Skripsi) |
|---|---|
| Additional Information: | [No. Panggil: 2110111150] [Pembimbing: Maria Assumpta Wikantari] [Penguji 1: Diana Triwardhani] [Penguji 2: Nobelson] |
| Uncontrolled Keywords: | Service Quality, Price, Customer Satisfaction, Loyalty, LRT Jabodebek |
| Subjects: | H Social Sciences > H Social Sciences (General) H Social Sciences > HB Economic Theory H Social Sciences > HC Economic History and Conditions H Social Sciences > HE Transportation and Communications |
| Divisions: | Fakultas Ekonomi dan Bisnis > Program Studi Manajemen (S1) |
| Depositing User: | SYAGHAF DHAFIN KEWO |
| Date Deposited: | 17 Feb 2025 10:36 |
| Last Modified: | 17 Feb 2025 10:36 |
| URI: | http://repository.upnvj.ac.id/id/eprint/34210 |
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