Publication Date: 2023/12/07
Abstract: The influence of operational performance also service quality which is bring customer satisfaction are determining factors to make a customer loyalty. Hence, there are some necessary efforts that have to be done to increase the customer satisfaction who uses KRL (Solo- Yogyakarta). This research was conducted in Central Java KRL stations with a sample size of about 80 passengers. All the data was gathered by some form of instrument with Scale Likert. The method of analysis of the data used analytics the path analysis. In the analys, we find that operational performance significantly having positive correlation - customer satisfaction and so are the quality of services on customer satisfaction. There for, relevant operational performance and service quality in customer satisfaction have contributed to increasing customer loyalty, and thus intervening variables such as customer satisfaction, have a major role in improving of operational performance and the service quality is towards customer loyalty.
Keywords: Operation Performance, Service Quality, Customer Satisfaction, & Loyalty Customer.
DOI: https://doi.org/10.5281/zenodo.10280325
PDF: https://ijirst.demo4.arinfotech.co/assets/upload/files/IJISRT23DEC036.pdf
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