Analisis Faktor-Faktor yang Mempengaruhi Tingkat Loyalitas Pelanggan Pada Pengguna Jasa Transportasi Travel Shuttle Service (Studi Kasus Di Kota Bekasi Barat)

Abstract

Travel shuttle service’s transportation currently is one of the fastest growing transport vehicle. The competition is higher to reach customers. The companies have to understand the factors effected the customer loyalty. The variable in this research were image, customer expectations, perceived quality, perceived value, and customer satisfaction index. The analysis used the Structural Equation Model (SEM) and software of SmartPLS. The results of this research were customer loyalty was significantly effected by company’s image and customer satisfaction. The customer satisfaction were effected by image and perceived value. Finally customers was satisfied, then they would be loyal to travel shuttle service