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ANALISIS PENGARUH KUALITAS LAYANAN BUS DAMRI TERHADAP KEPUASAN DAN LOYALITAS MAHASISWA UNSRI MENGGUNAKAN PARTIAL LEAST SQUARE - STRUCTURAL EQUATION MODELING (PLS-SEM)

The increasing demand for campus transportation requires bus services that are not only available but also of high quality so that students travel experience is comfortable and satisfying. The Sriwijaya University DAMRI Bus is one of the modes of transportation used by students for inter-campus mobility. Although the facilities and services of the DAMRI Bus are quite good, the level of user satisfaction and loyalty still varies, so research is needed to analyze the factors that influence it. This study uses service quality variables consisting of Tangible, Reliability, Responsiveness, Assurance, and Empathy as predictors of student satisfaction and loyalty. The analysis was conducted using the Partial Least Square–Structural Equation Modeling (PLS-SEM) method with a sample size of 96 respondents. The satisfaction and loyalty variables had R² values of 0.501 and 0.395, indicating that the model was able to explain the constructs with a fairly strong category, as well as a Q² value of 0.698, meaning that the model had good predictive power. The hypothesis test results showed that Tangible, Reliability, Assurance, and Empathy had a positive and significant effect on Satisfaction. For student loyalty, only Assurance has a positive and significant effect. Furthermore, satisfaction is proven to be a full mediator in the effect of Tangible, Reliability, and Empathy on loyalty, indicating that these three service dimensions can only increase loyalty if they first increase student satisfaction.

Availability
#
Central Library (REFERENCE) T1910802026
T191080
Available but not for loan - Not for Loan
Detail Information
Series Title
-
Call Number
T1910802026
Publisher
Indralaya : Prodi Ilmu Matematika, Fakultas Matematika Dan Ilmu Pengetahuan Alam Universitas Sriwijaya.,
Collation
xv, 42 hlm.; ilus.; 29 cm
Language
Indonesia
ISBN/ISSN
-
Classification
658.812 07
Content Type
Text
Media Type
-
Carrier Type
-
Edition
-
Subject(s)
Prodi Ilmu Matematika
Manajemen pemasaran jasa
Specific Detail Info
-
Statement of Responsibility
Other version/related

No other version available

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