Passenger Loyalty Research Articles

Exploring Bandung Public Bus Commuter Satisfaction and Loyalty

Abstract. Bandung, the capital of West Java, is 2021 Indonesia's most crowded city. Congestion happens even then since the number of cars in Bandung has grown by an average of 11% annually. To overcome the congestion, the Ministry of Transportation Republic Indonesia programme created the "Teman Bus" programme in December 2021. Therefore, this study explores the impact of factors influencing passenger loyalty towards public bus services. A cross-sectional survey of bus users in Bandung was conducted in June 2022, with 211 respondents. The data were analysed using structural equation modelling. Using PLS-SEM, the relationship between constructs and loyalty was examined, and importance-performance map analysis was used to determine which drivers should prioritise increasing levels of a target construct of interest. The results indicate that perceived safety and security, perceived service quality, and image significantly influence loyalty. It also implies that those three variables, as revealed by the study's findings of the importance and performance matrix, need to be improved to increase customer loyalty when it comes to bus services.

Antecedents of Passenger Loyalty in Online Taxi Services: A Case Study of GoCar Services

Antecedents of Passenger Loyalty in Online Taxi Services: A Case Study of GoCar Services

Building Loyalty Through Education on Passenger Trust in Low Cost Airlines Indonesia, The Role Of Service Quality And Passenger Satisfaction

The study aims to investigate how service quality contributes to passenger loyalty in LCA Indonesia, considering satisfaction and trust. A survey was conducted with 400 respondents who used LCA services for domestic flights at Sultan Hasanuddin Airport in Makassar between 2021 and May 2022. Structural Equation Modeling (SEM) was employed for data analysis. The results indicate that service quality, passenger satisfaction, and trust are crucial in shaping loyalty. Satisfying services have the potential to foster trust, leading to passenger loyalty. Satisfaction and trust act as effective mediators of service quality and passenger loyalty. The findings highlight the importance of delivering high-quality services that meet passenger expectations and generate satisfaction. LCA Indonesia can build trust and establish a loyal customer base by exceeding customer expectations. Service quality is vital for providing positive experiences to passengers. Understanding the mediating roles of satisfaction and trust is also key. LCA Indonesia can enhance passenger loyalty by prioritizing service quality, improving satisfaction levels, and building trust among passengers. Addressing these factors strengthens the airline's competitive position and ensures long-term customer loyalty in a highly competitive market.

ANALISIS PENGARUH KUALITAS DAN TARIF LAYANAN TERHADAP LOYALITAS PENUMPANG MELALUI KEPUASAN PENUMPANG PADA LAYANAN TRANSPORTASI LAUT

This research was conducted to determine the factors that influence passenger loyalty in water transportation. The research approach used was a quantitative approach. The research data is primary data obtained through a survey technique. The data that has been collected was then analyzed by path analysis. The research results showed that: 1) service quality has a significant and positive effect on passenger satisfaction; 2) tarrif has a significant and positive effect on passenger satisfaction; 3) service quality has a significant and positive effect on passenger loyalty; 4) tarrif has a positive but not significant effect on passenger loyalty; 5) passenger satisfaction has a significant and positive effect on passenger loyalty; 6) service quality has a significant effect on passenger loyalty through passenger satisfaction, as well as; 7) tarrif has a positive and significant effect on passenger loyalty through passenger satisfaction at PT ASDP route Merak-Bakauheni.

Evaluation of Public Transport among University Commuters in Rural Areas

This study aimed to evaluate the quality of Public Transport (PT) in the Jordan University of Science and Technology (JUST) area, Irbid, Jordan. The study focused on two different analytical techniques. The first was the Partial Least Squares Structural Equation Model (PLS-SEM) method to analyze student satisfaction and loyalty toward using PT. The second method was binary logistic regression (BLR), which analyzed factors such as socioeconomic status and travel habits that might make someone choose PT or their car to travel to JUST. Data were collected through an electronic and paper-based questionnaire with 572 participants. This study concluded that the proposed structural model could explain 76% of the loyalty variance. Passenger satisfaction, perceived service quality, perceived costs, and environmental impact were four of the five factors directly influencing passenger loyalty that demonstrated significant impact. In addition, it was concluded that through Multi-Group Analysis (MGA), gender group was the most influential categorical moderator variable. Moreover, the indirect analysis showed that perceived service quality was the most important mediator between the observed constructs’ relationships. BLR showed that the mode of transportation at JUST was statistically correlated with occupancy, travel cost, travel time, average use of PT, and car ownership, with an overall model accuracy of 90.0%. In conclusion, by considering the discussed influencing factors, it is recommended that transportation agencies consider perceived costs, information, reliability, safety, and vehicle characteristics variables while improving PT service quality and travel time, especially in rural areas, which may raise passenger satisfaction, shift car users to PT, and lower emissions. Thus, research results can assist policymakers in implementing sustainable modes of PT.

Measuring Passenger Loyalty to Public Transport Modes

This paper incorporates insights from relevant consumer behavior research in marketing to travel mode choice by adopting the loyalty model, a decision-making model, to better understand and evaluate passenger attitudes toward public transport modes. This paper describes the loyalty model and demonstrates and validates its use in transportation using a case study of a choice between two modes, rail and bus. Based on factor analysis, two factors from the loyalty model were identified: loyalty, which measures the repeat purchase of the service and the passenger’s attitude toward it; and hedonic commitment, which measures the emotional feeling after using a mode. The full loyalty model was validated for both rail and bus passengers. The research shows that, like other consuming products toward which subjective emotional feelings affect the consumer’s behavior, passenger choice is significantly affected by subjective emotional feelings toward the mode. Additionally, the subjective effect can be measured easily using marketing research techniques.

Analysis of passenger service satisfaction of public transport in Tangerang City

With the presence of public transport “Si Benteng,” we hope that it could fulfill the needs of public transport in Tangerang City, and also decrease the traffic in the city. The purpose of this research is to know the quality of public transport “Si Benteng” in Tangerang City and an effort to increase the quality and passenger satisfaction of public transport “Si Benteng”. The respondent of this research is the people of Tangerang City with an average age of 17 to 60 years old with a total of 215 respondents by conducting a direct survey, by distributing questionnaires to public transport users of “Si Benteng”. The method of this research is Structural Equation Modeling (SEM). From the results obtained, the most dominant public transport user of “Si Benteng” is women with an average age of 17-35 years old and 35-55 years old of the users has at least finished high school, and their occupation of them mostly consist of a general employee with an income and outcome of > Rp 3.000.000,- a month. At the same time, the direct influence of service quality on passenger satisfaction is 0.867, and passenger satisfaction on passenger loyalty is 1.283. It can be concluded that passenger satisfaction has the greatest influence on passenger loyalty. The quality of service that needs to be improved is that passengers do not have to wait long for the arrival of “Si Benteng” public transportation, Availability of shelter facilities, and the distance to the shelter is too far. The conclusion of this research is the result of the hypothesis that service quality has a positive and significant to passenger satisfaction and passenger satisfaction has a positive and significant to passenger loyalty

Loyalitas dan Kepuasan Penumpang pada Mass Rapid Transit

The main objective of this research is to increase the loyalty of MRT Jakarta passengers in purchasing tickets through the MRT-J webquel. One of the main problems, the Load Factor of Jakarta's Mass Rapid Transit is still low, which is in the range of 15-18%, far from the standard of public transportation, which is 70%. The location of the study was carried out at Lebak Bulus Station-Hotel Indonesia (HI) Roundabout Station, with a total sample of 112 respondents with questionnaires. Processing technique with quantitative approach method using path analysis processing. The results of the study showed that service quality had a positive effect on satisfaction, webquel had a positive effect on satisfaction, service quality had a non-significant positive effect on loyalty, webquel had an influence on loyalty, satisfaction had an effect on loyalty, passenger satisfaction was unable to function as a mediation on service quality, Passenger satisfaction is able to function as a webquel mediation to passenger loyalty. To improve the quality of service by generating passenger satisfaction, special policies are needed that can make and support changes in managerial quality by providing opportunities for passengers to express their complaints, so that the company PT. Mass Rapid Transit (MRT) Jakarta can form a complaint and suggestion system.

Factors of Airline Selection and Reflight Intention During the Pandemic/Case of Serbian Airlines Users.

The global pandemic coronavirus disease 2019 (COVID-19) has caused significant economic changes for all segments of the economy. Travel restrictions have landed several commercial airlines and significantly reduced their revenues. Safety measures are strict and very demanded, especially when it comes to food drinks and beverages served during flights. This article aims to discover the predictors that influenced the intention of the airline’s passengers to travel long-distance flights in unusual conditions of the COVID-19 pandemic and differs from current studies on airline selection and passenger loyalty because it includes changes in the behavior of employees who regularly fly medium- and long-distance flights. Requirements for passenger’s airline selection have been changed, which is why this study aimed to determine which factors influence the selection during reopening after lockdown. Determinants of food quality and safety during flights are a long-term challenge and could affect passengers’ choice of the airline they want to fly. This study was conducted during the reopening period of airlines, during the COVID-19 pandemic, on a sample of 369 Serbian passengers and employees on medium- and long-distance flights, in the period from November 20, 2020 to January 15, 2021. Regression analysis concluded that certain predictors such as food service quality and safety significantly affect the attitude, subjective norms, and perceived behavioral control (PBC) of passengers and trigger the intention that affects behaviors in the choice of the airline during the COVID-19 pandemic, especially when it comes to the flights with medium and long durations. To better interpret the effects, a path analysis was performed in the SPSS Analysis of Moment Structures (AMOS) software, version 26.00 with the aim to examine the importance and significance of causal relationships between groups of variables. The results confirmed the theory of planned behavior; that intentions are a significant mediator between the mentioned independent variables (attitudes about quality and safety of food, drinks and beverages, subjective norms, and perceived behavior control) and passenger behavior when rechoosing the same airline.

Has COVID-19 changed our loyalty towards public transport? Understanding the moderating role of the pandemic in the relationship between service quality, customer satisfaction and loyalty.

COVID-19 has been associated with a decline in public transport ridership in many cities. However, the impact of the pandemic on passenger perceptions of public transport, particularly loyalty, has remained largely unexplored. Using a case study of Tehran’s bus system, this paper aims to assess the moderating effect of COVID-19 on passenger loyalty. A cross-sectional survey of bus users was conducted in two similar periods, before and during COVID-19. The data was analysed using structural equation modelling, with the effect of observed heterogeneity evaluated using multiple indicators multiple causes models and multi-group analysis. The results indicate that during COVID-19, perceptions of service quality have improved, particularly in relation to comfort (including crowding), safety, reliability and information. While this has led to increased customer satisfaction, loyalty to the system has decreased. An increase in the perceived attractiveness of using private cars was found to be the primary factor for reducing passenger loyalty with the perceived monetary and psychological costs of using cars being less effective in encouraging people to use the bus. Taking into account the significant utility of private vehicles in urban transportation during COVID-19, the present study identifies feasible areas for improving the performance of bus services to increase satisfaction with this form of public transport among car owners.

Customer relationship management (CRM) and passenger loyalty in delivering high quality service at Air Namibia: A structural equations approach.

Air Namibia, like any other airline, faces challenges as it operates in the global economy. Extreme scrutiny and debate about Air Namibia's viability has highlighted some of the airline's major issues of strategic, operational inefficiency and inability to create customer value. The study's aim was to establish the impact of passenger loyalty on customer relationship management (CRM) in delivering high quality service to passengers and value creation. Structural equation modelling (SEM) was used to analyze survey data collected from 181 international, regional and domestic passengers using Air Namibia for passengers travelling through the Hosea Kutako International and Eros Airports. The study further identified the primary factors affecting passenger satisfaction with Air Namibia's value chain activities, these factors included: customer orientation, operational specialties, domain expertise, and service recovery and information technology. While factors contributing to passenger retention and loyalty towards Air Namibia's products and services included Marketing and Promotional Activities, Loyalty aspects, Value for Money and Comfort Issues. In exploring the relationship between customer relationship management (CRM) and passenger loyalty, the study found that interpersonal relationships between staff and the customers are crucial to CRM initiatives as they result in a better understanding of customer needs, which in turn leads to passenger loyalty.

ANTENCENT OF SATISFACTION AND PASSENGER LOYALTY OF LOW COST CARRIER AIRLINES IN INDONESIA DURING COVID-19 PANDEMIC

The purpose of this research is to formulate a model of passenger satisfaction and loyalty of Low Cost Carrier Airlines in Indonesia . This type of research can be classified as causal research. This research was conducted in several big cities in Indonesia. Data collection was carried out by distributing questionnaires to respondents through Google Forms which were distributed using the WhatsApp application. In this study, the sample size was adjusted to the analytical model used, namely Structural Equation Modeling (SEM). The sample size for SEM using the maximum likelihood estimation (MLE) model is 200-400 samples (Hair, et al., 2014) . The data analysis method used is Structural Equation Modeling (SEM). LISREL 8.80 software help . Service Quality, price, and Brand Image have a positive and significant effect on Trust. Service Quality, price, and Brand Image have a positive and significant effect on Satisfaction. The results also show that Service Quality, price, Brand Image, trust and satisfaction have a positive and significant effect on Loyalty. Furthermore, there is the influence of Service Quality on Satisfaction through the Trust variable, there is the influence of Price on Satisfaction through the Trust variable, there is the influence of Brand Image on Satisfaction through the Trust variable and there is the influence of Trust towards Loyalty through the Satisfaction variable.

Social ski driver conditional autoregressive-based deep learning classifier for flight delay prediction

The importance of robust flight delay prediction has recently increased in the air transportation industry. This industry seeks alternative methods and technologies for more robust flight delay prediction because of its significance for all stakeholders. The most affected are airlines that suffer from monetary and passenger loyalty losses. Several studies have attempted to analysed and solve flight delay prediction problems using machine learning methods. This research proposes a novel alternative method, namely social ski driver conditional autoregressive-based (SSDCA-based) deep learning. Our proposed method combines the Social Ski Driver algorithm with Conditional Autoregressive Value at Risk by Regression Quantiles. We consider the most relevant instances from the training dataset, which are the delayed flights. We applied data transformation to stabilise the data variance using Yeo-Johnson. We then perform the training and testing of our data using deep recurrent neural network (DRNN) and SSDCA-based algorithms. The SSDCA-based optimisation algorithm helped us choose the right network architecture with better accuracy and less error than the existing literature. The results of our proposed SSDCA-based method and existing benchmark methods were compared. The efficiency and computational time of our proposed method are compared against the existing benchmark methods. The SSDCA-based DRNN provides a more accurate flight delay prediction with 0.9361 and 0.9252 accuracy rates on both dataset-1 and dataset-2, respectively. To show the reliability of our method, we compared it with other meta-heuristic approaches. The result is that the SSDCA-based DRNN outperformed all existing benchmark methods tested in our experiment.

Customer Loyalty in Airline Industry: A Literature Review

The aviation industry is one of the fastest-growing and highly competitive industries. Managing an airline’s passenger loyalty is essential to a competitive business and airline success. The researcher is interested in studying the key factors that affect airline passenger loyalty, which will lead to the strategic planning of airlines in the future. Therefore, the researcher chose to review the literature and previous research in the study to summarize the key factors affecting the loyalty and development of the research model. The study found that seven factors, directly and indirectly, affect airline passenger loyalty: perceived value, perceived service quality, complaint handling, satisfaction, trust, airline image, and commitment. Therefore, airline executives at all levels should focus on managing these seven factors to ensure passenger loyalty and ultimately lead to the success of their airline business.

The roles of physical and social environments on the behavioural intention of passengers to reuse and recommend bus systems

The service environment has been considered to be an important factor contributing to customer loyalty towards a service in the context of marketing; however, very few studies have provided an understanding of the linkage between such factors in the literature of behaviour towards public transport services. Consequently, this study develops a comprehensive model to explain the relationships between service atmosphere, suitable behaviours of other passengers, passenger-passenger interactions, and experience quality on the behavioural intention of passengers to reuse and recommend bus services, as well as the interrelationship among these constructs. Data was gathered through a face-to-face questionnaire survey of 910 bus passengers in two Vietnamese cities over the two months of September and October 2019. Structural equation modelling (SEM) was used to investigate the research gaps, with the findings providing important insights into the strength and significance of the hypothesised model relationships. The study also offers practical suggestions for public transport providers to enhance passenger loyalty by improving their understanding of the roles of physical and social environments and experience quality.

Investigating Gamification Effect of Frequent Flyer Program on Brand Loyalty in the Aviation Industry

The frequent-flyer program is a loyalty program offered by airlines, also credited as the pioneer of gamification in services. This study empirically investigated the gamification effect of frequent-flyer programs on air passengers’ brand loyalty. A conceptual model based on the gamification theory was suggested. A questionnaire-based survey method was used for data collection from domestic air passengers in India. Data were collected from 418 respondents selected using convenient purposive sampling, and 356 filled questionnaires were used for analysis. Covariance-based structural equation modeling was used for data analysis. The path analysis and mediation test supported that the FFP game-element was positively associated with the air passengers’ loyalty. The psychological and behavioral outcomes of the game element fully mediated the relationship between the game element and the loyalty of air passengers towards aviation companies. This research would be helpful to the aviation managers to plan policies for enhancing loyalty.

Roles of service quality, perceived price and satisfaction to passenger’s loyalty

This study aimed to examine the commercial aviation industry, whether the level of service quality, perceived price and passenger satisfaction have the potential to have a high effect and how these three variables produce passenger loyalty. This study presents a brief review of the current competitive situation that is faced by commercial airlines, findings of previous research on service quality, price and passenger satisfaction. This study also determine strategic steps that can be taken by the Indonesian National Airline, especially in facing business competition, retaining customers and expanding consumer market share. This study is descriptive quantitative research. Data collection was done by distributing questionnaires to 200 respondents, which is then processed using SmartPLS. The results of this study indicate that service quality, customer satisfaction have a positive and significant effect on passenger loyalty, while Perceived price does not have a positive and significant effect on passenger loyalty.

Determinants of airport train operational performance

This study aims to analyze the improvement of the operational performance of Indonesia’s Soekarno-Hatta Airport train through service quality which is mediated by train passenger loyalty and passenger satisfaction. The main problems in this study are the use of the same railway for long-distance train, airport train, and commuter Line train, the limited use of airport railway with four schedules, the headway which becomes 30 minutes since the number of travels becomes 82 trips, and the tariff being applied now is considered as burdening the passengers. The research method uses a quantitative analysis approach with the technique of Structural Equation Modeling-Lisrel. Data collection is done through observation and questionnaire distribution. The respondents are 306 passengers of trains heading for Soekarno-Hatta Airport. The benefit of this study for the domestic railway company is that by improving service quality, passenger loyalty and satisfaction, it will improve the operational performance of airport trains. The result of this research indicates the significant influence of service quality variable on passenger loyalty through passenger satisfaction, the significant influence of service quality variable on operational performance through passenger satisfaction and passenger loyalty as well as the significant influence of passenger satisfaction variable on operational performance through passenger loyalty.

CUSTOMER LOYALTY AND PASSENGER SATISFACTION ON LION AIR’S LOW COST CARRIER

This study aims to determine the effect of ticket price and service quality on customer loyalty through passenger satisfaction as an intervening variable on the Low Cost Carrier (LCC ) of Lion Air airlines. Low Cost Carrier airlines which have relatively cheap ticket price, but due to the economic crisis in Indonesia, these air transportation services are relatively expensive compared to the previous year, which according to the Indonesian National Air Carrier Association, the increase reached almost 40-120% for each airline, because the increase that occurred made LCC airlines, especially Lion Air, experience a very drastic decrease in passengers by 35% in 2019, apart from ticket price increases, the quality of service provided by lion air airlines is also still not good so that passengers are not satisfied with Lion Air airlines. This research was conducted at Soekarno Hatta International Airport. The study was conducted using quantitative methods, with a sample of 100 respondents and data were taken using a questionnaire and processed using smart-PLS 3. The results of this study are from 7 proposed hypotheses, 6 of which are accepted and 1 of the hypothesis is rejected, for the rejected hypothesis is the effect of ticket price on the loyalty of Lion Air airline passengers.

DART Modeli Bağlamında Ortak Değer Yaratımı ve Yolcu Sadakati: Algılanan Hizmet Yeniliğinin Aracı Rolü

The purpose of the study is to reveal the effect of value co-creation within the scope of the DART model, which consists of Dialogue, Access, Risk Assessment, and Transparency on perceived service newness and loyalty. In addition, it is aimed to determine the mediating role of perceived service newness between value co-creation and passenger loyalty. For this purpose, the data collected by the online and convenience sampling method from the passengers who travel airlines. The data is subjected to reliability analysis and confirmatory factor analysis in order to discover the variables that make up the dimensions in the study model. The relationship in the study model is evaluated by using partial least squares structural equation modeling (PLS-SEM) via the SmartPLS 3.0 package program. The findings show that value co-creation has an impact on the perceived service newness and loyalty. This study found also mediating effect of perceived service newness in the relation between value co-creation and loyalty. The study contributed the understanding of value co-creation from the passenger perspective to the value co-creation literature by using the DART model. The study also provides theoretical and managerial contributions to manage the value co-creation process effectively and efficiently.