Pengaruh Service Quality dan Costumer Experience Terhadap Niat Penggunaan Ulang Jasa Transportasi Kereta Api Indonesia (KAI) Stasiun Tanjung Balai
DOI:
https://doi.org/10.47065/arbitrase.v3i2.536Keywords:
Service Quality; Customer Experience; Reuse IntentionAbstract
The focused of this paper was to examine and analyze the influence of service quality and customer experience on reuse intention of Indonesian railway service in Tanjungbalai stasion. The literature review of this paper obtained from the similar previous journal researchs to found the hypothesis of this research. Data collected by questionnaire distribution to 100 respondents were selected by Nonprobability sampling with total 27 statements were measured by Likert scale. Data analyzed by quantitative method such as validity and reliability test, classic assumption tes, multiple regression linear, and hypothesis test were processed by software SPSS 25. The data processing result indicated that the instruments of questionnaire were valid and reliable, the data were distributed normally, there were no heteroscesdasticity and multicollinearity and whole of the service quality variabel and customer experience variabel hypothesis has influenced positively and significantly toward the reuse intension as dependent variabel based on result of partial and simultaneous hypothesis test.
Downloads
References
Ali, B. J., Saleh, P. F., Akoi, S., Abdulrahman, A. A., Muhamed, A. S., Noori, H. N., & Anwar, G. (2021). Impact of Service Quality on the Customer Satisfaction: Case study at Online Meeting Platforms. International Journal of Engineering, Business and Management, 5(2), 65–77. https://doi.org/10.22161/ijebm.5.2.6
Ariyanto, P. (2006). Analisis Pengaruh Kepuasan Konsumen Atas Atribut-Atribut Srevice Recovery Terhadap Niat Penggunaan Ulang Jasa Hotel Inna Simpang Surabaya.
Ayaumi, R. S., & Komariah, N. S. (2021). Pengaruh Customer Experience Dan Trust Terhadap Minat Beli Ulang Layanan Pesan Antar Gofood Saat Pandemi Covid-19 Pada Generasi Z. Jurnal Ilmiah Manajemen Ubhara, 3(2), 181. https://doi.org/10.31599/jmu.v3i2.940
Joshi, S. (2014). Customer Experience Management: An Exploratory Study on the Parameters Affecting Customer Experience for Cellular Mobile Services of a Telecom Company. Procedia - Social and Behavioral Sciences, 133(December), 392–399. https://doi.org/10.1016/j.sbspro.2014.04.206
Ladkoom, K., & Thanasopon, B. (2020). Factors influencing reuse intention of e-payment in Thailand: A case study of promptpay. ICEIS 2020 - Proceedings of the 22nd International Conference on Enterprise Information Systems, 1(Iceis), 743–750. https://doi.org/10.5220/0009410407430750
Prasastono, N., & Pradapa, S. Y. F. (2012). Terhadap Kepuasan Konsumen Kentucky Fried Chicken. Dinamika Kepariwisataan, 11(2), 13–23.
Rahmah, C. A. (2020). , Dengan Jumlah Sampel Yaitu 87 Orang. Jurnal Manajemen Tools, 12(2), 30–44.
Tjiptono, F., & Chandra, G. (2012). Pemasaran Strategik. Andi.
Zhang, Y. B., & Kim, H. K. (2021). A study on the factors affecting satisfaction and reuse intention among customers using o2o delivery platform in china. Journal of System and Management Sciences, 11(3), 58–74. https://doi.org/10.33168/JSMS.2021.0304
Bila bermanfaat silahkan share artikel ini
Berikan Komentar Anda terhadap artikel Pengaruh Service Quality dan Costumer Experience Terhadap Niat Penggunaan Ulang Jasa Transportasi Kereta Api Indonesia (KAI) Stasiun Tanjung Balai
ARTICLE HISTORY
Issue
Section
Copyright (c) 2022 Jafar Syahbuddin Ritonga, Yuni Syahputri, Rini Damayanti
This work is licensed under a Creative Commons Attribution 4.0 International License.
Authors who publish with this journal agree to the following terms:
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under Creative Commons Attribution 4.0 International License that allows others to share the work with an acknowledgment of the work's authorship and initial publication in this journal.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgment of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work (Refer to The Effect of Open Access).