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The Effect of Service Quality and Service Value on Suroboyo Bus Passenger Satisfaction

Setiawan, Rudy (2020) The Effect of Service Quality and Service Value on Suroboyo Bus Passenger Satisfaction. In: International Conference on Science, Infrastructure Technology and Regional Development, 25-10-2020 - 25-10-2020, Lampung - Indonesia.

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      Abstract

      It is important for the public transit operator to understand the effect of service quality and service value on passenger satisfaction, to maintain passengers loyalty and to attract more passengers. This study analyzed the effect of service quality and service value on Suroboyo Bus passengers satisfaction. Data were collected from a random sample of 300 Suroboyo Bus passenger and was analyzed using Structural Equation Modelling. Results show that service quality has significant positive effects on the service value, and both the service quality and the service value have significant positive effects on the passenger satisfaction. The results as well indicate that service quality only explains up to 4.5% variance of service value, while service quality and service value explains up to 48.8% variance of passenger satisfaction. Additionally, Suroboyo Bus passenger satisfaction more affected by service value, than by service quality.

      Item Type: Conference or Workshop Item (Paper)
      Uncontrolled Keywords: service quality, service value, passenger satisfaction, suroboyo bus
      Subjects: T Technology > TA Engineering (General). Civil engineering (General)
      Divisions: Faculty of Civil Engineering and Planning > Civil Engineering Department
      Depositing User: Admin
      Date Deposited: 06 Oct 2021 21:35
      Last Modified: 11 Oct 2021 18:58
      URI: https://repository.petra.ac.id/id/eprint/19301

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