Workhybrid2022

Factors Determining MRT Users’ Satisfaction During Covid-19 Pandemic

2 citations0/0 files storedAdvances in economics, business and management research/Advances in Economics, Business and Management Research

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Transportation Planning and Optimization Customer Service Quality and Loyalty Healthcare Quality and Satisfaction

Abstract

This research aimed to acquire an empirical evidence about variables that affect the overall satisfaction of MRT users during Covid-19 pandemic in Indonesia.The Overall Satisfaction variable was measured by using the dimensions of Cleanliness and Safety, Services and Information, with Travel Convenience as a mediating variable in the relationship between Cleanliness & Safety and Overall Satisfaction.This quantitative research used the data gathered from questionnaire distribution through Google Form.The number of samples is 349, that had been selected from a total of 445 respondents.Data manipulation and testing used the SmartPLS version 3. The results showed that Cleanliness & Safety, Travel Convenience, Service and Information positively affect Overall Satisfaction.Furthermore, Travel Convenience played a role as a mediator in the relationship between Cleanliness & Safety and Overall Satisfaction.

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References

1993Research methods for business: A skill building approach 2009The relationships among service quality, perceived value, customer satisfaction, and post-purchase intention in mobile value-added services 2009Destination attachment: Effects on customer satisfaction and cognitive, affective and conative loyalty 2015Service quality, service convenience, price and fairness, customer loyalty, and the mediating role of customer satisfaction 2012Only If It Is Convenient 2014Social interaction, convenience and customer satisfaction: The mediating effect of customer experience 2020Understanding public transport satisfaction in post COVID-19 pandemic 2015Essentials of marketing research : a hands-on orientation

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