Travel Experience on Travel Satisfaction and Loyalty of BRT Public Transportation

Authors

  • Liza Agustina Maureen Nelloh Faculty of Social, Podomoro University, Indonesia
  • Sri Handayani Handayani Faculty of Social, Podomoro University, Indonesia
  • Mulyadi Wiguna Slamet Faculty of Engineering, Podomoro University, Indonesia
  • Adhi Setyo Santoso School of Business, President University, Indonesia

DOI:

https://doi.org/10.12695/ajtm.2019.12.1.2

Keywords:

BRT System Company, Customer loyalty, Partial Least Square, travel satisfaction, travel experience.

Abstract

Abstract. As the only Bus Rapid Transportation (BRT) system public transportation in Jakarta, Indonesia, travel experience factors were important factor to enhance travel satisfaction and loyalty among passengers. However, travel experience is still rare to be tested among public transportation especially for BRT System Company. This study aims to test the travel experience factors (EF’s factors) such as individual space, information provision, staff’s skills, social environment, vehicle maintenance, off-board service, ticket line service, safety, and waiting time on travel satisfaction and customer loyalty. To test the hypotheses, this study employs Structural Equation Model-Partial Least Square with SmartPLS Version 3.0 among 294 passengers. The results shows that individual space, staff’s skills, vehicle maintenance, ticket line service are positively effect on travel satisfaction, then the travel satisfaction has positive influence on customer loyalty. Hence, social environment, off-board service, safety and waiting time have no influence on travel experience. The current findings suggest the government, and management of BRT to maintain the vehicle condition, improve the ticketing service use online system, recruit higher quality drivers, adding more staffs on-board, manage the schedule of buses, and adapt modern system of location. The society must also be educated to create conducive conditions during the travel trip.

Keywords:  BRT System Company; Customer loyalty, Partial Least Square, travel satisfaction, travel experience

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Author Biography

Liza Agustina Maureen Nelloh, Faculty of Social, Podomoro University, Indonesia

Lecturer of Entrepreneurship and Business Podomoro University

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Submitted

2018-07-30

Accepted

2019-03-06

Published

2019-05-07

How to Cite

Nelloh, L. A. M., Handayani, S. H., Slamet, M. W., & Santoso, A. S. (2019). Travel Experience on Travel Satisfaction and Loyalty of BRT Public Transportation. The Asian Journal of Technology Management (AJTM), 12(1), 15–30. https://doi.org/10.12695/ajtm.2019.12.1.2

Issue

Vol. 12 No. 1 (2019)

Section

Articles

License

Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License. Copyright @2017. This is an open-access article distributed under the terms of the Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License (http://creativecommons.org/licenses/by-nc-sa/4.0/) which permits unrestricted non-commercial used, distribution and reproduction in any medium