EVALUASI SERVICE QUALITY, CUSTOMER TRUST, DAN PERCEIVED VALUE DALAM MEMBANGUN CUSTOMER LOYALTY PADA PENGGUNA TRANSPORTASI UMUM

ABIGAIL NATALI, . (2025) EVALUASI SERVICE QUALITY, CUSTOMER TRUST, DAN PERCEIVED VALUE DALAM MEMBANGUN CUSTOMER LOYALTY PADA PENGGUNA TRANSPORTASI UMUM. Sarjana thesis, UNIVERSITAS NEGERI JAKARTA.

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Abstract

Penelitian ini bertujuan untuk menganalisis pengaruh service quality, customer trust, dan perceived value terhadap customer satisfaction dalam membentuk customer loyalty pengguna layanan transportasi publik bus TransJakarta. Menggunakan desain penelitian kuantitatif, Dengan pendekatan kuantitatif, survei menargetkan pengguna TransJakarta yang berusia 17 tahun ke atas, berdomisili di Jakarta, dan menggunakan layanan setidaknya tiga kali sebulan. Data dikumpulkan melalui kuesioner online dengan skala Likert 6 poin. Untuk mengolah dan menganalisis data, penelitian ini menggunakan software SPSS dan Structural Equation Modeling (SEM) AMOS. Hasil penelitian mengungkapkan bahwa service quality, customer trust, dan perceived value memiliki pengaruh positif dan signifikan terhadap customer satisfaction. Faktor-faktor seperti kenyamanan, kebersihan, ketepatan waktu, responsivitas petugas, serta perasaan bahwa biaya yang dikeluarkan sebanding dengan manfaat yang diperoleh akan meningkatkan tingkat customer satisfaction. Namun, ditemukan juga bahwa service quality tidak berpengaruh terhadap customer loyalty. Di sisi lain, customer satisfaction terbukti memiliki hubungan langsung yang kuat dengan customer loyalty, yang berarti bahwa pengalaman positif dan layanan yang konsisten yang memenuhi harapan pelanggan akan mendorong mereka untuk menggunakan TransJakarta secara berulang. Rekomendasi yang dihasilkan akan menjadi panduan bagi manajemen TransJakarta dalam merancang strategi yang lebih efektif untuk meningkatkan kualitas layanan, memperkuat kepercayaan pelanggan, dan memberikan manfaat yang dirasakan, sehingga menciptakan pengalaman transportasi yang lebih aman, nyaman, dan dapat diandalkan. Kata Kunci: Service Quality, Customer Trust, Perceived Value, Customer Loyalty, TransJakarta ***** This study aims to analyze the impact of service quality, customer trust, and perceived value on customer satisfaction in shaping customer loyalty among users of the TransJakarta public bus service. Using a quantitative research design, the survey targets TransJakarta users aged 17 and above, residing in Jakarta, and using the service at least three times a month. Data was collected through an online questionnaire with a 6-point Likert scale. To process and analyze the data, this study utilized SPSS software and Structural Equation Modeling (SEM) AMOS. The results reveal that service quality, customer trust, and perceived value have a positive and significant impact on customer satisfaction. Factors such as comfort, cleanliness, punctuality, staff responsiveness, and the feeling that the costs are proportional to the benefits received, will enhance customer satisfaction. However, it was also found that service quality does not impact customer loyalty. On the other hand, customer satisfaction was found to have a strong direct relationship with customer loyalty, meaning that positive experiences and consistent service that meets customer expectations will encourage them to use TransJakarta repeatedly. The recommendations derived from this study will serve as a guide for TransJakarta management in developing more effective strategies to improve service quality, strengthen customer trust, and provide perceived benefits, thereby creating a safer, more comfortable, and reliable transportation experience.. Keyword: Service Quality, Customer Trust, Perceived Value, Customer Loyalty, TransJakarta

Item Type:	Thesis (Sarjana)
Additional Information:	1). Prof. Usep Suhud, M.Si., Ph.D. ; 2). Dr. Terrylina Arvinta Monoarfa, S.E., M.M.
Subjects:	Manajemen > Manajemen Pemasaran
Divisions:	FE > S1 Manajemen
Depositing User:	Users 26721 not found.
Date Deposited:	25 Feb 2025 04:32
Last Modified:	25 Feb 2025 04:32
URI:	http://repository.unj.ac.id/id/eprint/53403

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