The role of demographic, trip characteristics, service performance, and satisfaction factors on trans Koetaraja passengers’ loyalty

• Autorzy: Mutiawati Cut , Suryani Fitrika Mita , Faisal Ruhdi , Apriandy Fadhlullah

Identyfikatory

DOI

10.20858/tp.2025.20.2.11

• Języki publikacji: EN

Abstrakty

EN

Operating since 2016 in Banda Aceh, Indonesia, Trans Koetaradja is a public transportation service that continues to face challenges related to low passenger numbers. Several factors are thought to contribute to this issue, including the quality of service, passenger satisfaction, and customer loyalty. This research analyzes the extent to which demographic attributes, travel behavior, service performance, and satisfaction influence passenger loyalty to the Trans Koetaradja system. This research was conducted across six corridors, with data collected through questionnaires and analyzed using Stata. The results indicate that only age (20%) significantly impacts loyalty, while other demographic and trip-related factors, such as gender, education, and trip frequency, do not. Key service performance factors influencing loyalty (32.9%) include operating hours, timeliness, stop distance, bus crew readiness, and passenger comfort. Despite these findings, amenities such as free fares and air conditioning have minimal impact, as private vehicles remain more affordable and convenient. Furthermore, the limited bus route network restricts its broader usage. Expanding the route network and implementing policies such as higher parking fees and road pricing are recommended to promote the use of public transportation, thus improving passenger loyalty.

Słowa kluczowe

EN

Trans Koetaradja bus; service performance; satisfaction; loyalty

PL

autobus Trans Koetaradja; jakość usług; zadowolenie; lojalność

• Wydawca: Wydawnictwo Politechniki Śląskiej
• Czasopismo: Transport Problems
• Rocznik: 2025
• Tom: T. 20, z. 2
• Strony: 139--148
• Opis fizyczny: Bibliogr. 25 poz.

Twórcy

autor

Mutiawati Cut

• Civil Engineering Department, Syiah Kuala University; Syech Abdurauf 7, Kopelma Darussalam, Banda Aceh, 23111, Indonesia

• https://orcid.org/0000-0001-9391-8037

autor

Suryani Fitrika Mita

• Civil Engineering Department, Syiah Kuala University; Syech Abdurauf 7, Kopelma Darussalam, Banda Aceh, 23111, Indonesia

• https://orcid.org/0000-0003-2408-4379

autor

Faisal Ruhdi

• Civil Engineering Department, Syiah Kuala University; Syech Abdurauf 7, Kopelma Darussalam, Banda Aceh, 23111, Indonesia

• https://orcid.org/0009-0006-5296-1139

autor

Apriandy Fadhlullah

• Civil Engineering Department, Syiah Kuala University; Syech Abdurauf 7, Kopelma Darussalam, Banda Aceh, 23111, Indonesia

• https://orcid.org/0000-0002-0354-1924

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