Strategy to increase customer loyalty on indonesian railway

Erlinda Muslim, Syarafinafitharti Putri, Ghassani Shabrina

Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review

Abstract

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.

Original languageEnglish
Title of host publicationRecent Progress on
Subtitle of host publicationMechanical, Infrastructure and Industrial Engineering - Proceedings of the International Symposium on Advances in Mechanical Engineering, ISAME 2019: Quality in Research 2019
Editors Nahry, Dwinanti Rika Marthanty
PublisherAmerican Institute of Physics Inc.
ISBN (Electronic)9780735419865
DOIs
Publication statusPublished - 6 May 2020
Event16th International Conference on Quality in Research, QiR 2019 - 2019 International Symposium on Advances in Mechanical Engineering, ISAME 2019 - Padang, Indonesia
Duration: 22 Jul 201924 Jul 2019

Publication series

NameAIP Conference Proceedings
Volume2227
ISSN (Print)0094-243X
ISSN (Electronic)1551-7616

Conference

Conference16th International Conference on Quality in Research, QiR 2019 - 2019 International Symposium on Advances in Mechanical Engineering, ISAME 2019
CountryIndonesia
CityPadang
Period22/07/1924/07/19

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