The impact of service quality, ticket price policy and passenger trust on airport train passenger loyalty
Prasadja Ricardianto, Tito Aji Yanto, Djarot Tri Wardhono, Peppy Fachrial, Mustika Sari, Abdullah Ade Suryobuwono, Erni Pratiwi Perwitasari, Aang Gunawan, Indriyati Indriyati, Endri Endri
Abstract
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 Soekarno-Hatta 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.