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HOW QUALITY, VALUE AND SATISFACTION CREATE PASSENGER LOYALTY: AN EMPIRICAL STUDY ON INDONESIA BUS RAPID TRANSIT PASSENGER

This study aims to investigate the dimensions of service  quality especially in the area of public transport as well  asthe role of service quality in enhancing passenger’s  value, satisfaction and loyalty. Partial Least Squares  (PLS) with survey data from 152 BRT passengerswas used  by this study. This study found that outcome quality,  physical quality and interaction quality are the the primary  dimensions of service quality. In addition, this study  explained that service quality has a signifiant effect on  passenger perceived value, satisfaction and loyalty. Apart  from perceived service quality, this study also found that  passenger satisfaction and perceived value are the essential  determinants of passenger loyalty. Keywords : Bus Rapid Transit, Outcome quality, Interaction  quality, Physical quality, service quality, satisfaction and  loyalty.