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The impact of service quality, ticket price policy and passenger trust on airport train passenger loyalty
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This research aims to know and analyze the direct and indirect impacts of service quality and ticket
price policy on trust and also its impact on the passenger loyalty of Soekarno-Hatta Airport Train,
Cengkareng, Indonesia. The main problems are that the service quality provided by SoekarnoHatta Airport Train is not maximal and that the ticket price of the Soekarno-Hatta Airport Train is
relatively expensive because the passengers still have to use another transportation mode to go to
the station. This research uses a quantitative approach with Structural Equation Modelling, assisted
by the Lisrel program with a sample of as many as 150 passengers. The results of this research
prove that service quality and ticket price policy have both direct and indirect impacts on passenger
loyalty through the mediation of passenger trust. The key finding is that the policymakers can take
advantage of the findings of this research, especially the crucial aspects in the questionnaires on
service quality and ticket price policy which are considered not optimal by the passengers of
Soekarno-Hatta Airport Train. So, passenger loyalty can be enhanced through the improvement of
service quality and ticket price policy supported by passenger trust.
Prasadja Ricardianto - Personal Name
Indriyati - Personal Name
Aang Gunawan - Personal Name
Erni Pratiwi Perwitasari - Personal Name
Abdullah Ade Suryobuwono - Personal Name
Mustika Sari - Personal Name
Peppy Fachrial - Personal Name
Djarot Tri Wardhono - Personal Name
Tito Aji Yanto - Personal Name
ENDRI ENDRI - Personal Name
Indriyati - Personal Name
Aang Gunawan - Personal Name
Erni Pratiwi Perwitasari - Personal Name
Abdullah Ade Suryobuwono - Personal Name
Mustika Sari - Personal Name
Peppy Fachrial - Personal Name
Djarot Tri Wardhono - Personal Name
Tito Aji Yanto - Personal Name
ENDRI ENDRI - Personal Name
NONE
electronic file
English
Growing Science
2023
Canada
11 (1) 307–318, 2022,
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