Artikel Ilmiah : C1K010047 a.n. GUSNANDA ABELIO
| NIM | C1K010047 |
|---|---|
| Namamhs | GUSNANDA ABELIO |
| Judul Artikel | THE INFLUENCE OF E-TICKETING SERVICE QUALITY AND PERCEIVED VALUE ON SATISFACTION TO INCREASE THE PASSENGERS’ TRUST AND LOYALTY OF PT. KERETA API INDONESIA (PERSERO) IN PURWOKERTO |
| Abstrak (Bhs. Indonesia) | The aims of research were to analyze the influence of e-ticketing service quality as well as perceived value on customer satisfaction, to analyze the influence of customer satisfaction on customers’ trust, and to analyze the influence of customers’ trust, e-ticketing service as well as perceived value on customer loyalty. To test the hypotheses, type of this research uses survey. Population of this research was all passengers of PT. KAI in Purwokerto who use e-ticketing service. Sampling technique of this study used interval estimate technique and the opinion by Hair et al., so it could be determined that sample size within study was 150 respondents. Furthermore, technique data analysis of this study used Structural Equation Model (SEM) analysis. Based on the result of data analysis, it could be concluded that e-ticketing service quality as well as perceived value has a positive influence on customer satisfaction, customer satisfaction has a positive influence on customers’ trust, and so customers’ trust, e-ticketing service quality as well as perceived value has a positive influence on customer loyalty. Refers to these conclusions, it could be implied that as an effort to continue increase the passengers’ satisfaction and loyalty, management of PT. KAI (Persero) in Purwokerto needs to make priority on the e-ticketing service quality and perceived value policies. The ways can be done by make the easy procedure and registration process for all passengers to use e-ticketing services in according to their needs and expectations, provide the security and convenience system to the passengers related to the e-ticketing service provided, apply the secure operating system, easy and fast system of e-ticketing service which is supported by the system operators who understand the importance of e-ticketing service quality for the passengers, add the features of e-ticketing service which is provide the value added for passengers, always maintaining and strengthening the e-ticketing service quality based on passengers’ perceived value and improve the passengers’ experience to use e-ticketing service quality in order to increase their awareness and drive their preference to use e-ticketing system continuously |
| Abtrak (Bhs. Inggris) | The aims of research were to analyze the influence of e-ticketing service quality as well as perceived value on customer satisfaction, to analyze the influence of customer satisfaction on customers’ trust, and to analyze the influence of customers’ trust, e-ticketing service as well as perceived value on customer loyalty. To test the hypotheses, type of this research uses survey. Population of this research was all passengers of PT. KAI in Purwokerto who use e-ticketing service. Sampling technique of this study used interval estimate technique and the opinion by Hair et al., so it could be determined that sample size within study was 150 respondents. Furthermore, technique data analysis of this study used Structural Equation Model (SEM) analysis. Based on the result of data analysis, it could be concluded that e-ticketing service quality as well as perceived value has a positive influence on customer satisfaction, customer satisfaction has a positive influence on customers’ trust, and so customers’ trust, e-ticketing service quality as well as perceived value has a positive influence on customer loyalty. Refers to these conclusions, it could be implied that as an effort to continue increase the passengers’ satisfaction and loyalty, management of PT. KAI (Persero) in Purwokerto needs to make priority on the e-ticketing service quality and perceived value policies. The ways can be done by make the easy procedure and registration process for all passengers to use e-ticketing services in according to their needs and expectations, provide the security and convenience system to the passengers related to the e-ticketing service provided, apply the secure operating system, easy and fast system of e-ticketing service which is supported by the system operators who understand the importance of e-ticketing service quality for the passengers, add the features of e-ticketing service which is provide the value added for passengers, always maintaining and strengthening the e-ticketing service quality based on passengers’ perceived value and improve the passengers’ experience to use e-ticketing service quality in order to increase their awareness and drive their preference to use e-ticketing system continuously |
| Kata kunci | E-ticketing Service Quality, Perceived Value, Customer Satisfaction, Trust, Loyalty |
| Pembimbing 1 | Prof. Dr. Suliyanto, SE., M.M |
| Pembimbing 2 | Weni Novandari, S.E., M.M |
| Pembimbing 3 | Alisa Tri Nawarini, S.E., MBA |
| Tahun | 2016 |
| Jumlah Halaman | 15 |
| Tgl. Entri | 2016-11-15 23:37:34.866557 |