UMSurabaya Repository

KUALITAS LAYANAN ONLINE TERHADAP KEPUASAN DAN LOYALITAS PENGGUNA KERETA API EKONOMI MAHARANI SURABAYA PASAR TURI–SEMARANG PONCOL PADA PT.K.A.I. DAOP VIII SURABAYA

Muttaqin, Rizal and Fatihudin, Didin and Aisyah, Ratri Amelia (2016) KUALITAS LAYANAN ONLINE TERHADAP KEPUASAN DAN LOYALITAS PENGGUNA KERETA API EKONOMI MAHARANI SURABAYA PASAR TURI–SEMARANG PONCOL PADA PT.K.A.I. DAOP VIII SURABAYA. Balance Economics, Bussiness, Management and Accounting Journal , XII (1). pp. 68-85. ISSN 1693-9352

[img]
Preview
PDF (Artikel Asli) - Published Version
Download (661Kb) | Preview
    [img]
    Preview
    PDF (Hasil Plagiasi) - Published Version
    Download (5Mb) | Preview
      [img]
      Preview
      PDF (Peer Review)
      Download (535Kb) | Preview

        Abstract

        ABSTRACT The intense competition and the rapid development of technology and information asserteda better system, fast and reliable in solving the problem, especially in the transportation services sector. Consumer decision in determining and selecting the public transportation depended on many things including online service quality factors.This study aim to assess and analyzed the effect of online service quality on satisfaction and loyalty of Maharani economic railway user at Railway Company operational area VIII Surabaya PasarTuri. The model used in this research approach was causality with descriptive research methods.The population in this study was the Maharani Railway passengers with departure from Pasar Turi Surabaya station and destination Poncol Semarang station and vice versa or round-trip (PP). The selected sampleswere 200 respondents. Sample decision technique used Purposive sampling. The data analysis method used Structural Equation Modeling (SEM) with AMOS program. The results of this study showed that: 1) the online service quality has a significant effect to passenger satisfaction. 2) The online service quality has no significant effect to passenger loyalty. 3) The satisfaction has significant effect to passenger loyalty. 4) The online service quality has a significant effect to the passenger’s loyalty which is mediated by the passenger’s satisfaction. Keywords : Quality, Online Services, Satisfaction, Loyalty

        Item Type: Article
        Subjects: H Social Sciences > HB Economic Theory
        Divisions: Jurnal > Fakultas Ekonomi dan Bisnis
        Depositing User: DIDIN FATIHUDIN FATIHUDIN
        Date Deposited: 04 Jan 2021 12:34
        Last Modified: 04 Jan 2021 12:34
        URI: http://repository.um-surabaya.ac.id/id/eprint/4905

        Actions (login required)

        View Item