Travel Experience on Travel Satisfaction and Loyalty of BRT Public Transportation

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...

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Bibliographic Details
Published in:The Asian journal of technology management 2019-01, Vol.12 (1), p.15-30
Main Authors: Nelloh, Liza Agustina Maureen Nelloh, Handayani, Sri, Slamet, Mulyadi Wiguna, Santoso, Adhi Setyo
Format: Article
Language:English
Subjects:
Brand loyalty
BRT System Company
Customer loyalty
Customer satisfaction
Customer services
Customers
On-line systems
Partial Least Square
Passenger satisfaction
Public transportation
Safety
Schedules
Skills
Travel
travel experience
travel satisfaction
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Summary: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.
ISSN:1978-6956
2089-791X
DOI:10.12695/ajtm.2019.12.1.2