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COSTS OF IMPLEMENTING HEALTH PROTOCOLS, RELIABILITY, FACILITIES, ON CUSTOMER SATISFACTION AS INTERVENING VARIABLES WITH CUSTOMER LOYALTY AT GAMBIR STATION DURING THE ENDEMIC
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The train is a mode of mass transportation that is very popular with the public because it is
economical, comfortable, has a large transportation capacity, and travels without obstacles. Gambir
Station is an executive and mixed-class train station. During the Covid-19 endemic, health protocols
are still implemented. The aim of the research is to determine and analyze the influence of the costs
of implementing health protocols, reliability, and facilities on customer satisfaction as an intervening
variable with customer loyalty at Gambir Station during the endemic. The research method used is
a qualitative descriptive method which is quantitative with path analysis. The population of this study
was all train passengers at Gambir Station, while the sample was taken from train passengers using
accidental sampling. The research results show that in the path analysis, namely the variable costs
of implementing health protocols, reliability, and facilities directly have a significant effect on the
variable customer satisfaction. The variables of reliability, facilities, and customer satisfaction
directly have a significant effect on the variable of customer loyalty except for the variable cost of
implementing health protocols which is not significant. Meanwhile, the influence of the costs of
implementing health protocols, reliability, and facilities on customer loyalty and satisfaction is a
positive intervening variable.
Keywords: healthcare costs, reliability, facilities, customer satisfaction and customer loyalty
Deslida Saidah - Personal Name
Rr. Endang Wahyuni - Personal Name
Subandi - Personal Name
Danang Danuarto - Personal Name
Nashrullah - Personal Name
Rr. Endang Wahyuni - Personal Name
Subandi - Personal Name
Danang Danuarto - Personal Name
Nashrullah - Personal Name
2252-6226
NONE
electronic file
2023
Jurnal Ekonomika dan Manajemen
Vol. 12 No. 02 Oktober 2023
P-ISSN: 2252-6226 E- ISSN: 2622-8165
Halaman 121 - 132
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