Research Paper
Year: 2021 | Month: August | Volume: 8 | Issue: 8 | Pages: 712-721
DOI: https://doi.org/10.52403/ijrr.20210894
The Loyalty of Airport Railink Service Users with Satisfaction Mediation
Aryo Erlangga1,a, Widodo2,b, Denny Langas Siahaan3,c, Prasadja Ricardianto4,d, Esti Liana5,e
1,2,4 Postgraduate Directorate, Trisakti Institute of Transportation and Logistics, Jakarta, Indonesia
3Faculty of Transportation System, Trisakti Institute of Transportation and Logistics, Jakarta, Indonesia
5Faculty of Management and Business, Trisakti Institute of Transportation and Logistics, Jakarta, Indonesia
aAryoerlangga99@gmail.com, bwidmag@gmail.com, cladensi@yahoo.com, dricardianto@gmail.com, eesti_liana@yahoo.com
Corresponding Author: Prasadja Ricardianto
ABSTRACT
The research objective was to determine the effect of timeliness, convenience, and comfort on the loyalty of Airport Railink service users by mediating the satisfaction of airport train passengers. This research uses a quantitative approach with a survey method and data analysis used descriptive statistics and inferential statistics path analysis. The sample is 100 passengers taken by convenience sampling. The results showed that effect to passenger satisfaction, the results showed that timeliness has a direct effect on passenger satisfaction, ease has a direct effect on passenger satisfaction and convenience has a direct effect on passenger satisfaction. Effect to passenger loyalty, timeliness has a direct effect on passenger loyalty, ease has a direct effect on passenger loyalty, convenience has a direct effect on passenger loyalty and passenger satisfaction has a direct effect on passenger loyalty. Whereas, indirect effect to passenger loyalty, timeliness has an indirect effect on loyalty by mediating passenger satisfaction. Also, ease has an indirect effect on passenger loyalty by mediating passenger satisfaction, and service convenience affects passenger loyalty by mediating passenger satisfaction. The key finding of this research is the management of Railink as an airport train operator issued a specific policy to support the improvement of the Timeliness of airport train services so that passenger satisfaction increases which then has implications for passenger loyalty.
Keywords: Timeliness, Ease, Convenience, Satisfaction, Loyalty, Airport Train Passengers.
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