The impact of service quality and passenger satisfaction on passenger loyalty of Petra shuttle bus

To provide alternatives for students that usually using a private vehicle for traveling to campus
and to optimize current parking supply, Petra Christian University has prepared Petra Shuttle Bus (PSB) that
has started its service since April 2022. This study examines the most sensitive attribute that affects the
car/motorcycle users to shift to PSB and the impact of service quality and passenger satisfaction on
passenger loyalty of the PSB. Data were collected from a random sample of 126 students who have been
using PSB and was analysed using PLS structural equation modeling. Based on the mode choice model, the
parking fee is the most sensitive attribute that influences students to shift from private vehicle to PSB,
compared with both time to find an empty parking space and time to walk from the parking lot or pick up
location to campus buildings. Results show that service quality has significant positive effects on passenger
satisfaction, and passenger satisfaction also has significant positive effects on passenger loyalty. But the
service quality has insignificant negative effects on passenger loyalty. The results as well indicate that
service quality explains up to 64.3% variance of passenger satisfaction, while service quality and passenger
satisfaction explain up to 45.2% variance of passenger loyalty.