The Effect of Service Quality, Trust and Customer Satisfaction on Customer Loyalty in the Transportation Service Industry

Thesa Alif Ravelby (), Yasri Yasri, Riza Yonita, Muthia Roza Linda and Suhery Suhery
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Thesa Alif Ravelby: Padang State University
Yasri Yasri: Padang State University
Riza Yonita: Universitas Putra Indonesia YPTK
Muthia Roza Linda: Padang State University
Suhery Suhery: Sekolah Tinggi Ilmu Ekonomi Perdagangan

A chapter in Proceedings of the 10th Padang International Conference on Education, Economics, Business and Accounting (PICEEBA-10 2022), 2025, pp 1798-1803 from Springer

Abstract: Abstract The purpose of this study is to examine how customer satisfaction, trust, and service quality affect customer loyalty in the transportation services sector. Passengers of PT. Tranex Graha Perkasa Mandiri were the subjects of this study. 200 people participated in this study, and questionnaires were sent out between May and December of 2021. SEM AMOS software was used to analyze the data. The following conclusions can be drawn from the data processing and discussion of the research findings by SEM AMOS: (1) Tranex Mandiri company’s customer loyalty is significantly impacted by service quality; (2) Tranex Mandiri company’s customer satisfaction is impacted by service quality; (3) Tranex Mandiri Padang’s service quality has a major impact on customer loyalty through trust, and (4) customer satisfaction has a substantial impact on trust in the organization.

Keywords: Service quality; Trust; Customer satisfaction; Customer loyalty (search for similar items in EconPapers)
Date: 2025
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Persistent link: https://EconPapers.repec.org/RePEc:spr:advbcp:978-94-6463-839-4_141

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DOI: 10.2991/978-94-6463-839-4_141

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