The Effect of Service Quality and Customer Satisfaction on Consumer Loyalty of Transjakarta Bus

Abstract

This research aims to know the influence of service quality and consumer satisfaction on consumer loyalty. This research was done to 165 respondents, with purposive sampling method with the entire population of consumers Transjakarta Corridor 3 (Kalideres-Pasar Baru). Data analysis used is statistic analysis in the form of Component or Variance Based Structural Equation Modelling. The results of this research shows that service quality has positif significant effect on the customer loyalty with significant probability 2.484  and customer satisfaction has positif significant effect on the consumer loyalty with a significant probability of 4.503 and the value of R Square is 0.358, it can be concluded that 35.8% variable consumer loyalty  can be explained by variable quality of service and consumer satisfaction.

Keywords: service quality, consumers satisfaction, consumers loyalty