The Effect of Service Quality and Perceived Value on Service User Satisfaction and Impact on Loyalty Jabodetabek Commuterline Train


Authors : Kimhua Evaryanti; Dr. Endang Sugiharti; Soemino Eko Putro

Volume/Issue : Volume 7 - 2022, Issue 3 - March

Google Scholar : https://bit.ly/3IIfn9N

Scribd : https://bit.ly/3rzZhcD

DOI : https://doi.org/10.5281/zenodo.6471784

Policies on service quality and perceived value can affect the loyalty of jabodetabek Commuter line service users . This research aims to analyze the effect of service quality and perceived value on the loyalty of Jabodetabek commuter line service users, both simultaneously and partially. The method used in this study is a quantitative method that is descriptive and verification, with a population size of 100 respondents with probability sampling techniques. Data processing uses multiple linear regression analysis and path analysis with a coefficient of determination at a significant level of 5 percent. The data collection results used in this study are valid and reliable. Data processing results prove that service quality and perceived value have an influence on service user satisfaction. While the quality of service has no influence on the loyalty of service users. Furthermore, the results of data processing also prove that the perceived value and satisfaction of service users have an influence on the loyalty of service users.

Keywords : service quality; perceived value; satisfaction of service users; loyalty of service users.

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