BEHAVIORAL INTENTION PENUMPANG KRL COMMUTER LINE JABODETABEK

Ronald Sukwadi · Grandee Teofilus

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Transportation Planning and Optimization Customer Service Quality and Loyalty Consumer Behavior and Marketing Influence

Abstract

Behavioral intention dipandang sebagai penentu utama kinerja penyedia transportasi umum. Penelitian ini menekankan pada hubungan antara behavioral intention dan variabel-variabel yang mempengaruhinya seperti kualitas layanan, nilai yang dirasakan, keterlibatan, dan kepuasan penumpang. Dengan melakukan survei penumpang Kereta Rel Listrik (KRL) Commuter Line Jabodetabek, teknik model persamaan struktural menggunakan software AMOS 22.0 digunakan untuk menganalisis hubungan antar variabel dalam model konseptual. Hasil penelitian mengungkapkan bahwa kualitas layanan memiliki dampak positif terhadap nilai yang dirasakan. Nilai yang dirasakan dan kepuasan penumpang mempunyai dampak positif terhadap keterlibatan. Kualitas layanan dan keterlibatan memiliki dampak positif terhadap behavioral intention. Abstract The behavioral intention of public transportation passengers is seen as a crucial determinant of public transportation provider performance. This research highlights the relationships between passenger behavioral intention and the various variables that affect it such as service quality, perceived value, involvement, and satisfaction of public transportation services. By using passenger survey data from the Kereta Rel Listrik (KRL) Commuter Line Jabodetabek, the structural equation modeling technique AMOS 22.0 is applied to analyze the conceptualized relationship model. The findings reveal that service quality has positive effect to perceived value. Perceived value and customer satisfaction have positive effect to involvement. Service quality and involvement have positive effect to behavioral intention.

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References

1985A Conceptual Model of Service Quality and Its Implications for Future Research 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1988Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence 1996The Behavioral Consequences of Service Quality 2000Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments 2004Customer Value, Satisfaction, Loyalty, and Switching Costs: An Illustration From a Business-to-Business Service Context 1990Consumer Behavior and Marketing Strategy 1993Consumer Behavior: Buying, Having and Being

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