Pengaruh Kualitas Layanan dan Pengalaman Pelanggan terhadap Loyalitas Penumpang First Class Double Decker Bus
DOI:
https://doi.org/10.26740/jim.v10n1.p370-381Keywords:
customer experience, customer loyalty, double decker bus, service quality, public transportationAbstract
Seeing the phenomenon of the last few years, several Otobus Companies in Indonesia are now providing premium class bus services. This method is taken to face competition with other modes of transportation, both trains and planes. This study aims to analyse the influence of service quality and customer experience on First Class Double Decker customer loyalty. This study used a sample of 200 respondents who had travelled by First Class Double Decker Rosalia Indah bus with an age range of 16 to 55 years. The sampling method is judgmental sampling with a Likert scale as a measuring tool. The analysis in this study uses multiple linear regression analysis techniques. The results of this study indicate that the service quality and customer experience variables have a positive and significant effect on customer loyalty. The research implies that bus service providers must maintain or increase customer loyalty by considering service quality and customer experience.
References
bps.go.id. (2021). Statistik Transportasi. (https://www.bps.go.id/subject/17/transportasi.html#subjekViewTab4. Diakses pada 3 September 2021).
Daihatsu.co.id. (2021). Sejarah Singkat Transportasi Darat Dan Jenis-Jenisnya. (https://daihatsu.co.id/tips-and-event/tips-sahabat/detail-content/sejarah-singkat-transportasi-darat-dan-jenis-jenisnya/. Diakses pada 6 September 2021).
dephub.go.id. (2017)a. Menhub : Transportasi Sudah Menjadi Kebutuhan Dasar Masyarakat. (http://dephub.go.id/post/read/menhub-transportasi-sudah-menjadi-kebutuhan-dasar-masyarakat. Diakses pada 7 September 2021).
Gaffar, Vanessa. (2007). CRM Dan MPR Hotel (Customers Relationship Management and Marketing Public Relations). Bandung: Alfabeta.
Goetsch, David L. & Davis, Stanley M. (1994). Introduction to Total Quality:Quality, Productivity, Competitiveness (Merrill's international series in engineering technology). Englewood Cliffs, NJ, Prentice Hall International Inc.
Griffin, Jill. (2005). Customer Loyalty : Menumbuhkan & Mempertahankan Kesetiaan Pelanggan. Jakarta: Erlangga.
J. Sviokla, John. (1993). Keeping Customer. ed. Benson P. Shapiro. Havard Business Review Press.
Lovelock, Christopher H., and Jochen Wirtz. (2016). Service Marketing : People, Tecnology, Strategy. 8th ed. ed. Karimah Samsudin. New Jersey: World Scientific Publishing Co. Inc.
Lupiyoadi, Rambat. (2013). Manajemen Pemasaran Jasa : Berbasis Kompetensi. 3rd ed. ed. Dedy A. Halim. Jakarta: Salemba Empat.
Meyer, Christopher, and Andre Schwager. (2007). Understanding Customer Experience. Harvard Business Review 85(2): 116-126.
motoris.id. (2020). Operator Bus Makin Pede Bersaing Dengan Pesawat. (https://www.motoris.id/manufaktur/31796/operator-bus-pede-bersaing-dengan-pesawat-dan-kereta-api/. Diakses pada 4 Oktober 2021).
Oto.detik.com. (2021). Mengenal Sleeper Bus, Transportasi Yang Tak Kalah Nyaman Dari Pesawat Dan Kereta Api. (https://oto.detik.com/berita/d-5642933/mengenal-sleeper-bus-transportasi-yang-tak-kalah-nyaman-dari-pesawat-dan-kereta-api. Diakses pada 25 Desember 2021).
Radityasani, Muhammad Fathan. 2020. Ketahui Apa Saja Konfigurasi Kursi Di Bus Antar Kota. kompas.com. (https://otomotif.kompas.com/read/2020/09/28/160100315/ketahui-apa-saja-konfigurasi-kursi-di-bus-antar-kota, diakses pada 21 September 2021).
rosalia-indah.co.id. (2020a). (2020). Miliki Bus Double Decker Terbanyak di Indonesia, Rosalia Indah Raih Rekor Muri. ( https://www.rosaliaindah.co.id/web/website/rekormuri#:~:text=Miliki%20Bus%20Double%20Decker%20Terbanyak,Pelayanan%20Pramugara%2DPramugari%20di%20Indonesia. Dikases pada 15 Januari 2022)
rosalia-indah.co.id. (2020b). Tentang Rosalia Indah. https://www.rosalia-indah.co.id/web/website/tentangkami#header1-1g, diakses 23 Desember 2021
Salim, Abbas. (2016). Manajemen Transportasi. 1st ed. ed. Rahmatika. Jakarta: Rajawali Pers.
Tjiptono, Fandy. (2017). Strategi Pemasaran. 4th ed. Yogyakarta: CV. Andi Offset.
Downloads
Published
How to Cite
Issue
Section
License
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
Abstract views: 815
,
PDF Downloads: 989
