Authors :
Awang Kurniawan; Ir. Soemino Eko Saputro; Dr. Francis Tantri; Dr. Olfebri
Volume/Issue :
Volume 8 - 2023, Issue 12 - December
Google Scholar :
https://tinyurl.com/yja6dkwz
Scribd :
https://tinyurl.com/hu3u9vnz
DOI :
https://doi.org/10.5281/zenodo.10280325
Abstract :
The influence of operational performance also
service quality which is bring customer satisfaction are
determining factors to make a customer loyalty. Hence,
there are some necessary efforts that have to be done to
increase the customer satisfaction who uses KRL (Solo-
Yogyakarta). This research was conducted in Central
Java KRL stations with a sample size of about 80
passengers. All the data was gathered by some form of
instrument with Scale Likert. The method of analysis of
the data used analytics the path analysis. In the analys,
we find that operational performance significantly having
positive correlation - customer satisfaction and so are the
quality of services on customer satisfaction. There for,
relevant operational performance and service quality in
customer satisfaction have contributed to increasing
customer loyalty, and thus intervening variables such as
customer satisfaction, have a major role in improving of
operational performance and the service quality is
towards customer loyalty.
Keywords :
Operation Performance, Service Quality, Customer Satisfaction, & Loyalty Customer.
The influence of operational performance also
service quality which is bring customer satisfaction are
determining factors to make a customer loyalty. Hence,
there are some necessary efforts that have to be done to
increase the customer satisfaction who uses KRL (Solo-
Yogyakarta). This research was conducted in Central
Java KRL stations with a sample size of about 80
passengers. All the data was gathered by some form of
instrument with Scale Likert. The method of analysis of
the data used analytics the path analysis. In the analys,
we find that operational performance significantly having
positive correlation - customer satisfaction and so are the
quality of services on customer satisfaction. There for,
relevant operational performance and service quality in
customer satisfaction have contributed to increasing
customer loyalty, and thus intervening variables such as
customer satisfaction, have a major role in improving of
operational performance and the service quality is
towards customer loyalty.
Keywords :
Operation Performance, Service Quality, Customer Satisfaction, & Loyalty Customer.
