Aryasena, Yehezkiel Novianto (2022) Analisis Pengaruh Passenger Expectation Untuk Meningkatkan Passenger Loyalty Menggunakan Partial Least Square-Sem [Studi Kasus: Penumpang Kereta Api Daerah Jabodetabek]. Other thesis, Institut Teknologi Sepuluh Nopember.
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Abstract
Transportasi publik merupakan salah satu elemen krusial dalam mobilitas masyarakat di wilayah perkotaan, termasuk kawasan Jabodetabek. Kereta api, sebagai salah satu moda transportasi utama, dituntut untuk memberikan pelayanan yang optimal guna memenuhi kebutuhan penumpang. Kepuasan dan loyalitas penumpang menjadi indikator keberhasilan operasional penyedia jasa transportasi. Penelitian ini bertujuan untuk menganalisis pengaruh ekspektasi penumpang (passenger expectation) terhadap loyalitas penumpang (passenger loyalty) dengan menggunakan metode Partial Least Square-Structural Equation Modeling (PLS-SEM). Fokus penelitian adalah pada penumpang kereta api di wilayah Jabodetabek. Data dikumpulkan melalui kuesioner yang disebarkan kepada pengguna jasa kereta api. Variabel yang diteliti mencakup ekspektasi penumpang, kualitas layanan, kepuasan penumpang, dan loyalitas penumpang. Hasil analisis PLS-SEM menunjukkan bahwa ekspektasi penumpang memiliki pengaruh yang signifikan terhadap loyalitas penumpang, baik secara langsung maupun melalui mediasi kepuasan. Temuan ini mengindikasikan bahwa untuk meningkatkan loyalitas, penyedia layanan kereta api harus mampu mengelola dan memenuhi ekspektasi penumpang melalui peningkatan kualitas layanan yang konsisten. Model yang dikembangkan dalam penelitian ini dapat digunakan sebagai referensi bagi manajemen penyedia jasa transportasi untuk merancang strategi layanan yang lebih berorientasi pada kebutuhan dan harapan penumpang.
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Public transportation is one of the crucial elements in community mobility in urban areas, including the Jabodetabek region. Trains, as one of the main modes of transportation, are required to provide optimal service to meet the needs of passengers. Passenger satisfaction and loyalty are indicators of the operational success of transportation service providers. This study aims to analyze the effect of passenger expectation on passenger loyalty using the Partial Least Square-Structural Equation Modeling (PLS-SEM) method. The research focus is on train passengers in the Jabodetabek area. Data were collected through questionnaires distributed to train service users. The variables studied include passenger expectation, service quality, passenger satisfaction, and passenger loyalty. The results of the PLS-SEM analysis show that passenger expectation has a significant effect on passenger loyalty, both directly and through satisfaction mediation. These findings indicate that to increase loyalty, train service providers must be able to manage and meet passenger expectations through consistent service quality improvement. The model developed in this study can be used as a reference for transportation service provider management to design service strategies that are more oriented towards passenger needs and expectations.
| Item Type: | Thesis (Other) |
|---|---|
| Additional Information: | RSSI 519.54 Ary a-1 2022 |
| Uncontrolled Keywords: | Passenger expectation. Passenger loyalty. Passenger expectation. Passenger loyalty. |
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD30.213 Management information systems. Dashboards. Enterprise resource planning. |
| Divisions: | Faculty of Intelligent Electrical and Informatics Technology (ELECTICS) > Information System > 57201-(S1) Undergraduate Thesis |
| Depositing User: | Mr. Marsudiyana - |
| Date Deposited: | 03 Jun 2026 03:31 |
| Last Modified: | 03 Jun 2026 03:31 |
| URI: | http://repository.its.ac.id/id/eprint/133514 |
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