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Corporate image and service quality: Evidence from Indonesia Mass Rapid Transport
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This research aims to identify the factors, including service quality, corporate Image, and perceived
Value, that contribute to Mass Rapid Transit Jakarta's customer satisfaction. Mass Rapid Transit is
a mass transportation that has become necessary due to the prevalence of private automobiles in
Jakarta. This study employs a descriptive quantitative methodology using a survey of 165 Mass
Rapid Transit passenger respondents and descriptive statistical analysis and modeling with the
Structural Equation Modeling-Partial Least Square. The results showed that the Quality of Service
has a positive effect on passenger satisfaction, the corporate image does not affect passenger
satisfaction, the perceived value has a positive contribution to passenger satisfaction, and the
Quality of Service has a positive effect on the perceived value. Furthermore, the corporate image
positively contributes to perceived value, service quality positively affects customer satisfaction
mediated by perceived values, and the corporate image does not affect passenger satisfaction
mediated by perceived value. Therefore, mass Rapid Transit Jakarta needs to make various
innovations to improve service quality mediated by service quality dimensions that refer to service
quality. In addition, the human capital of service officers at Mass Rapid Transit Jakarta needs to be
improved in terms of Quality and competency so that passengers' opinions of the service staff are
more favorable, increasing both perceived value and customer satisfaction.
Sandriana Marina - Personal Name
Krishnanda Pasha - Personal Name
Theresye Yoanyta Octora - Personal Name
Prasadja Ricardianto - Personal Name
Olfebri - Personal Name
Krishnanda Pasha - Personal Name
Theresye Yoanyta Octora - Personal Name
Prasadja Ricardianto - Personal Name
Olfebri - Personal Name
1265-1274
NONE
electronic file
English
Growing Science
2023
Canada
Uncertain Supply Chain Management 11 (2023) 1265–1274
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