The impact of service quality, ticket price policy and passenger trust on airport train passenger loyalty

Q1 Decision Sciences

Uncertain Supply Chain Management Pub Date : 2023-01-01 DOI:10.5267/j.uscm.2022.9.012

P. Ricardianto, Tito Aji Yanto, Djarot Tri Wardhono, Peppy Fachrial, Mustika Sari, Abdullah Ade Suryobuwono, Erni Pratiwi Perwitasari, Aang Gunawan, Indriyati Indriyati, Endri Endri

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引用次数: 7

Abstract

This research aims to know and analyze the direct and indirect impacts of service quality and ticket price policy on trust and also its impact on the passenger loyalty of Soekarno-Hatta Airport Train, Cengkareng, Indonesia. The main problems are that the service quality provided by Soekarno-Hatta Airport Train is not maximal and that the ticket price of the Soekarno-Hatta Airport Train is relatively expensive because the passengers still have to use another transportation mode to go to the station. This research uses a quantitative approach with Structural Equation Modelling, assisted by the Lisrel program with a sample of as many as 150 passengers. The results of this research prove that service quality and ticket price policy have both direct and indirect impacts on passenger loyalty through the mediation of passenger trust. The key finding is that the policymakers can take advantage of the findings of this research, especially the crucial aspects in the questionnaires on service quality and ticket price policy which are considered not optimal by the passengers of Soekarno-Hatta Airport Train. So, passenger loyalty can be enhanced through the improvement of service quality and ticket price policy supported by passenger trust.

查看原文本刊更多论文

服务质量、票价政策和旅客信任对机场列车旅客忠诚度的影响

本研究旨在了解和分析服务质量和票价政策对信任的直接和间接影响，以及对印度尼西亚成卡林苏加诺-哈达机场列车乘客忠诚度的影响。主要问题是苏加诺-哈达机场列车提供的服务质量不是最大的，而且由于乘客仍然需要使用另一种交通方式前往车站，所以苏加诺-哈达机场列车的票价相对昂贵。这项研究使用了结构方程模型的定量方法，在Lisrel程序的协助下，样本多达150名乘客。研究结果表明，服务质量和票价政策通过乘客信任的中介作用对乘客忠诚度有直接和间接的影响。关键的发现是政策制定者可以利用本研究的发现，特别是在苏加诺-哈达机场列车乘客认为不是最优的服务质量和票价政策问卷中的关键方面。因此，在旅客信任的支持下，可以通过改善服务质量和票价政策来提高旅客忠诚度。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Uncertain Supply Chain Management Decision Sciences-Statistics, Probability and Uncertainty

CiteScore

5.60

自引率

0.00%

发文量

112

期刊介绍： Supply chain management (SCM) plays an essential role in managing the movement of raw materials into an organization, certain issues of the internal processing of materials into finished goods, and the movement of finished products out of the organization for end-consumer delivery. The goal of SCM is to improve trust and collaboration among supply chain partners and to improve inventory visibility. However, many SCM problems deal with uncertain events such as uncertainty in demand, supply, quality, price, etc. This forum is dedicated to all scholars who wish to share their ideas about uncertainty in SCM problems. Uncertain supply chain management is a quarterly publication dedicated to all scientists in all over the world who wish to share their experiences and knowledge in this field. Our policy is to perform a peer review on all submitted articles and publishes original and high quality articles.