Investigation of Customer Satisfaction on Damri Bus Services at Soekarno-Hatta Airport

Abstract

Purpose: The aim of this study is to determine the direct effect of service quality, trust, and price perception on customer satisfaction, and to determine the indirect effect of service quality, trust, and perceived value on customer satisfaction through service quality, trust, and perception of prices for Damri Bus passengers at Soekarno Airport. Theoretical framework: This study uses quantitative methods. The number of samples in this study were 239 respondents from Damri Bus passengers at Soekarno Hatta Airport. Methodology/Approach: The data collection technique used in this research is by distributing questionnaires. Data analysis in this study used SEM techniques assisted by SPSS 25.0 and LISREL 8.8 applications. Findings: The results of this study indicate that service quality, trustworthiness, and price perception have a positive and significant influence on customer satisfaction. Service quality has no positive and significant effect on customer satisfaction through price perception. Service quality has a positive and significant influence on customer satisfaction through trust. Research, Practical & Social implications: Trust has a positive and significant influence on customer satisfaction through price perception. Trust has no positive and significant effect on customer satisfaction through service quality. Price perception has no positive and significant effect on customer satisfaction through service quality. Price perception has a positive and significant effect on customer satisfaction through trust.