The Influence of Service Quality and Price on KRL Commuter Line Route Solo – Jogja to Customer Loyalty

Abstract

Transportation as an important element in human life, plays a role in facilitating daily activities and supporting the economy. But because of the heavy traffic caused by so many motorized vehicles, people are looking for alternate options, including taking the KRL commuter line. This study attempts to determine how customer loyalty is affected by the cost and level of service provided on the KRL Commuter Line Solo-Jogja route. The findings, which emphasize providing excellent service and living up to customer expectations, demonstrate that service quality has a favorable and substantial impact on customer loyalty. However, pricing has little effect on consumer loyalty. This is mostly because workers use the KRL Commuter Line a lot when they are commuting, which may make prices inaccessible to some groups. Customer loyalty is influenced by both price and service quality, according to simultaneous study, which implies that raising prices and enhancing customer service quality can boost customer loyalty. However, this study adds to our understanding of the variables influencing consumer loyalty in the context of public transportation in particular and is significant in relation to the Solo-Jogja route of the KRL Commuter Line.