TY - GEN
T1 - Strategy to increase customer loyalty on indonesian railway
AU - Muslim, Erlinda
AU - Putri, Syarafinafitharti
AU - Shabrina, Ghassani
N1 - Funding Information:
This study is supported by International Indexed Publication Grants for Universitas Indonesia Students Final Project (Hibah Publikasi Internasional terindeks untuk Tugas Akhir Mahasiswa Universitas Indonesia) funded by Universitas Indonesia (Nomor: NKB-0726/UN2.R3.1/HKP.05.00/2019) and affiliated to Industrial Engineering Department Faculty of Engineering Universitas Indonesia.
Publisher Copyright:
© 2020 Author(s).
Copyright:
Copyright 2020 Elsevier B.V., All rights reserved.
PY - 2020/5/6
Y1 - 2020/5/6
N2 - Indonesian Railway is an effective mass transportation mode for long-distance or close-distance and accommodate all human activities. However, with the intense competition between other transportation modes, customer loyalty has an important role for increasing corporate's profits. Therefore, PT Kereta Api Indonesia needs a strong strategy to increase customer loyalty. To create such strategy, this research examines the impact of Service Quality, Corporate Image, Complaint Handing, Trust, Perceived Value, and Customer Satisfaction factors on customer loyalty by using SEM method. Importance-Satisfaction Analysis method is also used to obtain action items along with the execution priority of each action items. This research uses a study case in Indonesia, particularly in Java, on three objects, Executive Class, Business Class, and Economy Class. The research outcome can become a strategy for PT Kereta Api Indonesia in increasing customer loyalty, so that they can compete with other transportation modes in Indonesia.
AB - Indonesian Railway is an effective mass transportation mode for long-distance or close-distance and accommodate all human activities. However, with the intense competition between other transportation modes, customer loyalty has an important role for increasing corporate's profits. Therefore, PT Kereta Api Indonesia needs a strong strategy to increase customer loyalty. To create such strategy, this research examines the impact of Service Quality, Corporate Image, Complaint Handing, Trust, Perceived Value, and Customer Satisfaction factors on customer loyalty by using SEM method. Importance-Satisfaction Analysis method is also used to obtain action items along with the execution priority of each action items. This research uses a study case in Indonesia, particularly in Java, on three objects, Executive Class, Business Class, and Economy Class. The research outcome can become a strategy for PT Kereta Api Indonesia in increasing customer loyalty, so that they can compete with other transportation modes in Indonesia.
UR - http://www.scopus.com/inward/record.url?scp=85096380181&partnerID=8YFLogxK
U2 - 10.1063/5.0000929
DO - 10.1063/5.0000929
M3 - Conference contribution
AN - SCOPUS:85096380181
T3 - AIP Conference Proceedings
BT - Recent Progress on
A2 - Nahry, null
A2 - Marthanty, Dwinanti Rika
PB - American Institute of Physics Inc.
T2 - 16th International Conference on Quality in Research, QiR 2019 - 2019 International Symposium on Advances in Mechanical Engineering, ISAME 2019
Y2 - 22 July 2019 through 24 July 2019
ER -