Relationship Satisfaction with Quality Service Trust and Loyalty (Studies on the Mode of Railway Transportation in East Java)

Abstract

The purpose of this study is to prove the impact of service quality on satisfaction with ROPMIS indicators, impact of service quality with ROPMIS indicator of loyalty, the impact of service quality on trust ROPMIS indicators, the effect of satisfaction on loyalty, satisfaction effect on trust, loyalty and confidence effects. Samples are users Pearl Executive Class Train Service East. Sampling technique was purposive sampling. The sample was 120 respondents. The analysis uses Structural Equation Model (SEM) using AMOS 6.0 program. The research variables are service quality, satisfaction, trust, and loyalty. The analysis showed that the resources, satisfaction of service quality, perceived risk, and purchase again be the strongest indicator as a variable. In fact, service quality has a positive effect on loyalty directly or even indirectly through satisfaction and trust. Satisfaction is an intervening variable that mediates the effect of service quality on loyalty through satisfaction and trust.