The Effect of Timeliness and Convenience on Passenger Railways MRT Satisfaction and Loyalty

Abstract

The train is mass transportation as a form of public service, which is very vital for the community and supports economic growth, but there are times when the services provided are inadequate. Therefore, this study aims to investigate the effect of timeliness and convenience on passenger satisfaction and loyalty of the MRT Railway Route of Lebak Bulus – Bundaran HI Station. This study uses a quantitative approach to the survey method using a questionnaire in the form of a Likert scale. The research sample was 100 MRT passengers on the Route of Lebak Bulus – Bundaran HI Station. The study used path analysis. The results of this study indicate that the loyalty of MRT Train passengers on the route of  Lebak Bulus – Bundaran HI Station is influenced by timeliness and service convenience mediated by satisfaction. Thus, the loyalty of MRT Railway passengers can be increased by improving the timeliness and convenience of services supported by satisfaction.