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The Loyalty of Airport Railink Service Users with Satisfaction Mediation
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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.
Aryo Erlangga - Personal Name
Widodo - Personal Name
Denny Langas Siahaan - Personal Name
Prasadja Ricardianto - Personal Name
Esti Liana - Personal Name
Widodo - Personal Name
Denny Langas Siahaan - Personal Name
Prasadja Ricardianto - Personal Name
Esti Liana - Personal Name
2349-9788
NONE
electronic file
English
International Journal of Research and Review
2021
INDIA
International Journal of Research and Review
Vol.8; Issue: 8; August 2021
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