Desi Ratnaningsih, 7311418038 (2022) PENGARUH E-SERVICE QUALITY, CUSTOMER EXPERIENCE, DAN CUSTOMER TRUST TERHADAP CUSTOMER LOYALTY MELALUI CUSTOMER SATISFACTION PADA PENUMPANG KERETA API AIRLANGGA DI KOTA SEMARANG. Under Graduates thesis, Universitas Negeri Semarang.

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Abstract

Along with the times, transportation services are a necessity that cannot be separated from people's lives in carrying out their daily activities. This development can be proven by the many transportation services offered to the public. Many transportation service companies have demonstrated their ability to offer and attract consumers to use the products and services provided by transportation companies. The high level of community mobility has an impact on the increasing demand for land, sea and air transportation services. In carrying out their activities, the community really needs a time-efficient and cost-efficient mode of transportation. This study aims to examine the influence of e-service quality, customer experience, and customer trust on customer loyalty through customer satisfaction on Airlangga train passengers in Semarang. The number of samples is 116 respondents using the Non-Probability Sampling method. This type of research is a quantitative research. Methods of data collection using a questionnaire. Data analysis used path analysis through the SPSS version 25 program. The results showed that the customer trust variable had no effect on customer loyalty. Meanwhile, the e-service quality and customer experience variables have a positive and significant effect on customer loyalty. The results of the path analysis test show that customer satisfaction can mediate e-service quality, customer experience, customer trust on customer loyalty.

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