Evaluation of Service Quality, Customer Trust, and Perceived Value in Building Customer Loyalty Among Public Transportation Users
Abigail Natali, Usep Suhud, Terrylina Arvinta Monoarfa · Proceeding of International Student Conference on Business, Education, Economics, Accounting, and Management. · 2025
This study aims to deeply analyze the impact of service quality, customer trust, and perceived value on customer satisfaction in shaping customer loyalty among users of the Transjakarta public bus service. Using a quantitative research design, this survey targets active Transjakarta users who use the service at least three times a week and are aged 17 and above, residing in the Jakarta area. Data collection is conducted through an online survey using a questionnaire designed with a 6-point Likert scale. A non-probability sampling method will be applied, with a target of at least 250 respondents. For data analysis, Structural Equation Modeling (SEM) will be used with the assistance of AMOS software to provide an in-depth understanding of the relationships between the variables in this study. The research findings are expected to reveal the interconnections between these variables and offer a comprehensive picture of the factors that influence customer loyalty to Transjakarta. The results of this study have both academic relevance and practical value for improving public transportation quality in Jakarta. The recommendations derived will serve as a basis for Transjakarta management to formulate more effective strategies in enhancing service quality, strengthening customer trust, and providing perceived benefits, ultimately creating a safer, more comfortable, and reliable transportation experience.