PENGARUH KENYAMANAN, KUALITAS PELAYANAN, DAN KEPUASAN TERHADAP LOYALITAS PENUMPANG BUS (Studi Kasus pada Siswa Pengguna Bus Sekolah Kabupaten Bireuen)
DOI:
https://doi.org/10.55178/idm.v7i14.615Keywords:
comfort, service quality, satisfaction, loyaltyAbstract
This study analyzes factors influencing loyalty regarding the use of school bus fleets, specifically examining comfort, service quality, and satisfaction. It employs an associative method and a quantitative approach, utilizing path analysis to test hypotheses and determine the extent of influence. The study surveyed students who use school buses in Bireuen Regency, with a sample of 97 students selected via purposive sampling. The results indicate that: 1) there is a moderate causal relationship between the variables of comfort, service quality, and satisfaction; 2) the combined direct and indirect influence of comfort on loyalty is 37.93%; 3) the combined direct and indirect influence of service quality on student loyalty is 57.53%; 4) the combined direct and indirect influence of satisfaction on student loyalty is 51.18%; and 5) comfort, service quality, and satisfaction collectively contribute 63.1% to student loyalty regarding school bus usage in Bireuen Regency.
References
1) Afandi, A., Untung, S., Marina, S., & Majid, S. A. (2021). The Influence of Ship Service Quality and Loading-Unloading Productivity on Port Performance and Its Implications for Customer Satisfaction (Study on Cigading II Terminal). Advances in Transportation and Logistics Research, 4, 150–165.Danang Sunyoto. 2018. Metodologi Penelitian Akuntansi. PT Refika. Bandung.
2) Basuki, A., & Prawoto, N. (2022). Analisis Regresi dalam Penelitian Ekonomi dan Bisnis (dilengkapi aplikasi SPSS dan Eviews). Rajawali Pers.
3) Bona Fahma Siregar, M. Ridwan Anas, Gina Cynthia R. Hasibuan (2026). Pengaruh Kinerja Pelayanan Bus Trans Medan terhadap Loyalitas Pengguna, Syntax Literate: Jurnal Ilmiah Indonesia 11(6), 5044-5063
4) Herlambang, H. (2013). Influence Of Service Quality Check And Customer Loyalty City, Ferdiansyah Pratama Putra Setyawan, Ni Wayan Sri Ariyani et al. (2025). Analisis Kualitas Pelayanan Dan Kepuasan Terhadap Loyalitas Penumpangdengan Metode CB-SEM pada PT. Mansion Trans. (2025). Kohesi: Jurnal Sains Dan Teknologi, 8(3), 41-50. https://doi.org/10.2238/zhzmzw08
5) Jumawan, J., & Susanto, P. C. (2022). Analisis Kualitas Pelayanan Terhadap Kepuasan Penumpang di Bandar Udara. Aviasi: Jurnal Ilmiah Kedirgantaraan, 19(2), 45–52.
6) Nur Zaeni, Neng Sri Komala (2026). Determinasi Loyalitas Pengguna Jasa Transportasi Laut: Analisis Kualitas Pelayanan Kapal, Ketepatan Waktu, Fasilitas Pelabuhan dan Kepuasan Penumpang, JIMT Vol. 7, No. 4, Maret - April 2026.
7) Marwan, Win Konadi, Alfi Syahrin, Kamaruddin, Rahmat (2023). Penelitian Kualitatif, Kuantitatif dan Mixed Method dilengkapi analisis data dengan SPSS, Banda Aceh: Bandar Publishing. ISBN: 978-623-449-205-7
8) Marwan, Afkar, Alfi Syahrin, Sari Rizki, Rudy Juli Saputra, Win Konadi (2025). Statistika Untuk Penelitian Pendidikan di Lengkapi dengan Aplikasi SPSS dan E-Views, Banda Aceh: Penerbit Bandar Publishing
9) Nuraeni, et al. (2020). Customer Loyalty Theory and Commitment Behavior.
10) Philip Kotler. 2015. Manajemen Pemasaran, Jilid I dan II, PT. Indeks, Jakarta.
11) Pramana Cipta (2021). Dasar Ilmu Manajemen. Bandung: CV. Media Sains Indonesia.
12) Rachman, S., B, J. A. S., Susanto, P. C., & Mustika, I. (2025). Determination of employee performance: Analysis of training, work motivation, transformational leadership and organizational culture. Annals of Human Resource Management Research, 5(2), 381–394. https://doi.org/10.35912/ahrmr.v5i2.2998
13) Richard L. Oliver (1999). Whence Consumer Loyalty, Journal of Marketing., Volume 63 Special Issue, pp. 33-44.
14) Sinuraya, S. (2023). Loyalitas Penumpang (Studi Kasus: Trans Metro Deli), Tesis Studi Program Magister Teknik Sipil Universitas Sumatera Utara
15) Sugiyono. 2016. Metode Penelitian Pendidikan Pendekatan Kuantitatif. Kualitatif. dan R&D. Alfabeta. Bandung.
16) Tjiptono, Fandy (2020). Strategi Pemasaran, Edisi 2, Andi Offset, Yogyakarta.
17) Tjiptono dan Chandra (2016). Prinsip-prinsip Total Quality Service. Andi Offset. Yogyakarta.
18) Tjiptono, F & Chandra, G. (2011). Service, Quality & Satisfaction. Yogyakarta: ANDI.
19) Wang, C., & Ahn, Y. (2025). The Impact of Parcel Delivery Service Quality on Customer Loyalty: Focusing on the Chinese Parcel Industry. Mullyu Haghoeji, 35(3), 179–192. https://doi.org/10.17825/klr.2025.35.3.179
