DEVELOPMENT OF CUSTOMER LOYALTY MODEL AT TRAVEL POOL TO POOL SERVICE BANDUNG-JAKARTA

• Main Author: SAYYIDATUN NISA NIM 23415023, ANIES
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/25612
• Institution: Institut Teknologi Bandung

Customer loyalty is one of the important aspects to win business competition in pool to pool service. This research endeavored to develop customer loyalty models by adding safety perception, service recovery and loyalty program. Safety perception in transportation services must be considered. In addition, a good service recovery will increase customer trust and improve the company image, establish customer satisfaction and improve customer loyalty. Loyalty program are considered important to improve the image of company and improve customer loyalty. This research studied the relationship between variables based on previous research such as service quality, price, customer satisfaction and corporate image with additional variables such as loyalty program, safety perception and service recovery. Furthermore, this research tests the effect of different purposes of travel on customer loyalty model. <br /> <br /> <br /> <br /> <br /> <br /> The study was conducted by distributing questionnaires to customers travel Bandung-Jakarta route. Respondents must have used travel in the last 12 months. There are 384 data samples used in this research’s data processing. Respondents are divided into two groups: business travelers and leisure travelers. Multigroup SEM is used as a main tool in data processing. <br /> <br /> <br /> <br /> <br /> <br /> The results showed that there were significant moderation effects of the different purposes of travel on customer loyalty models. For business travelers, safety perception has no effect on customer satisfaction and corporate image has sufficient evidence to affect customer loyalty. Customer satisfaction in this group proved to have an effect on customer loyalty but the relationship is not stronger than leisure travelers. For leisure travelers, safety perception affects customer satisfaction but the company image does not affect customer loyalty. Customer satisfaction in this group has sufficient evidence to affect customer loyalty and have stronger relationships than business travelers.