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This study aims to determine the effect of service quality, E-WOM, and perceived value on customer satisfaction of the Bakauheni-Palembang Toll Road. This study uses quantitative methods. Data collection technique using a survey method with an instrument in the form of a questionnaire. The sample in this study amounted to 200 respondents who have u...
Citations
... Several studies have shown that customer satisfaction is essential to improving Service (Santoso & Aprianingsih, 2017;Pasharibu et al., 2018;Ni et al., 2020;Wahyuni et a., 2022). Wulandary et al. (2022) that the Quality of Service does not directly contribute to the Perceived Value of passenger satisfaction; nevertheless, the perceived value significantly contributes passenger satisfaction with the mode of transportation. Another study conducted by Dam and Dam (2021) tries to see the relationship between service quality, brand image, customer satisfaction, and customer loyalty to supermarkets. ...
... In addition, only a few discuss the MRT Jakarta mode of transportation as a research object with variables of service quality, corporate image, and passenger satisfaction with perceived value. Objects used in previous studies include public transportation in China (Ni et al., 2020), toll road transportation modes (Wulandary et al., 2022), online transportation (Pasharibu et al.,2018), and the banking industry (Indrasari et al., 2022). ...
... The Perceived value can have an increased positive contribution when it functions as a mediating variable (intervening) between the corporate Image and MRT passenger satisfaction and according to the corporate image, it has a positive but not significant Contribution to the satisfaction of public transport passengers in China mediated by perceived values (Ni et al., 2020). Wulandary et al. (2022) stated that the perceived value positively and significantly contributes to the satisfaction of MRT passengers, proving that the comparison between the ticket prices and the benefits obtained for MRT passengers is still a significant concern. ...
This research aims to identify the factors, including service quality, corporate Image, and perceived Value, that contribute to Mass Rapid Transit Jakarta's customer satisfaction. Mass Rapid Transit is a mass transportation that has become necessary due to the prevalence of private automobiles in Jakarta. This study employs a descriptive quantitative methodology using a survey of 165 Mass Rapid Transit passenger respondents and descriptive statistical analysis and modeling with the Structural Equation Modeling-Partial Least Square. The results showed that the Quality of Service has a positive effect on passenger satisfaction, the corporate image does not affect passenger satisfaction, the perceived value has a positive contribution to passenger satisfaction, and the Quality of Service has a positive effect on the perceived value. Furthermore, the corporate image positively contributes to perceived value, service quality positively affects customer satisfaction mediated by perceived values, and the corporate image does not affect passenger satisfaction mediated by perceived value. Therefore, mass Rapid Transit Jakarta needs to make various innovations to improve service quality mediated by service quality dimensions that refer to service quality. In addition, the human capital of service officers at Mass Rapid Transit Jakarta needs to be improved in terms of Quality and competency so that passengers' opinions of the service staff are more favorable, increasing both perceived value and customer satisfaction.
