Pengaruh Kualitas Layanan Dan Kepuasan Pelanggan Terhadap Loyalitas Pelanggan Bus Trans Mebidang

Nur Hazizah; Suhairi; Sri Ramadhani

doi:10.24912/je.v30i1.2953

Authors

Nur Hazizah Fakultas Ekonomi & Bisnis Islam, Universitas Islam Negeri Sumatra Utara, Medan
Suhairi Fakultas Ekonomi & Bisnis Islam, Universitas Islam Negeri Sumatra Utara, Medan
Sri Ramadhani Fakultas Ekonomi & Bisnis Islam, Universitas Islam Negeri Sumatra Utara, Medan

DOI:

https://doi.org/10.24912/je.v30i1.2953

Keywords: Service Quality; Customer Satisfaction; Customer Loyalty; Public Transportation.

Abstract

This study examines the relationship between service quality, customer satisfaction, and customer loyalty in the context of Trans Mebidang public transportation, which serves Medan City, Binjai City, and Deli Serdang Regency. Using quantitative methods, data were collected through questionnaires from 399 users and analyzed using SEM with Smart PLS 4.1. The results highlight that service quality significantly influences customer satisfaction, which in turn positively affects customer loyalty. Furthermore, customer satisfaction acts as a mediator between service quality and loyalty, showing that higher satisfaction can enhance user loyalty. These findings emphasize the crucial role of service quality in shaping customer experiences and long-term engagement with public transport services. The study provides valuable insights for transportation service providers to prioritize service improvements and develop sustainable strategies aimed at increasing customer satisfaction and loyalty. Strengthening service quality is key to building a more reliable and user-focused public transportation system.

Author Biographies

Nur Hazizah, Fakultas Ekonomi & Bisnis Islam, Universitas Islam Negeri Sumatra Utara, Medan

nurhaliza6676@gmail.com

Suhairi, Fakultas Ekonomi & Bisnis Islam, Universitas Islam Negeri Sumatra Utara, Medan

suhairi@uinsu.ac.id

Sri Ramadhani, Fakultas Ekonomi & Bisnis Islam, Universitas Islam Negeri Sumatra Utara, Medan

sriramadhani594@gmail.com

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