Analysis of Customer Perceived Value, Satisfaction, Loyalty and the Moderating Role of Customer Demographics: A Study of Indonesian Train Service

Yasintha Soelasih, Efendi, Erwin Bramana Karnadi

2018

Abstract

The growth in Indonesian rail transportation is rapid after some improvements were made. The momentum of this growth should be maintained by increasing customer satisfaction. This research focuses on executive trains. Under the framework of Customer Relationship Management, the researchers are interested to find out if customer perceived value of executive train affect customer satisfaction and loyalty using age, expense and education as moderators. The samples collected were474 through systematic random sampling. Samples were obtained in Gambir Train Station, Jakarta. Data was processed using SPSS mediation, moderation and process analysis. The results suggest that age and expense donot moderate the impact of customer perceived value and customer satisfaction on customer loyalty. Education can moderate customer satisfaction on loyalty.

Paper Citation

in Harvard Style

Soelasih Y., Efendi. and Bramana Karnadi E. (2018). Analysis of Customer Perceived Value, Satisfaction, Loyalty and the Moderating Role of Customer Demographics: A Study of Indonesian Train Service.In Proceedings of the 4th Sriwijaya Economics, Accounting, and Business Conference - Volume 1: SEABC, ISBN 978-989-758-387-2, pages 175-183. DOI: 10.5220/0008438101750183

in Bibtex Style

@conference{seabc18,
author={Yasintha Soelasih and Efendi and Erwin Bramana Karnadi},
title={Analysis of Customer Perceived Value, Satisfaction, Loyalty and the Moderating Role of Customer Demographics: A Study of Indonesian Train Service},
booktitle={Proceedings of the 4th Sriwijaya Economics, Accounting, and Business Conference - Volume 1: SEABC,},
year={2018},
pages={175-183},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0008438101750183},
isbn={978-989-758-387-2},
}

in EndNote Style

TY - CONF

JO - Proceedings of the 4th Sriwijaya Economics, Accounting, and Business Conference - Volume 1: SEABC,
TI - Analysis of Customer Perceived Value, Satisfaction, Loyalty and the Moderating Role of Customer Demographics: A Study of Indonesian Train Service
SN - 978-989-758-387-2
AU - Soelasih Y.
AU - Efendi.
AU - Bramana Karnadi E.
PY - 2018
SP - 175
EP - 183
DO - 10.5220/0008438101750183