Consumer Confidence Investigation Jorr Toll Service Quality

Abstract

The study uses descriptive and causal methods for quantitative explanation. Use this survey method for cluster sampling and use structured questionnaires for collection. In addition, LISREL version 8.8 software was used to analyze the data under structural equation modeling (SEM). These results show that customer loyalty cannot mediate the relationship between trust, satisfaction and service quality.This study aims to test the influence of trust, satisfaction, and quality of service on customer loyalty in using Toll JOOR in Indonesia. The findings show that trust, satisfaction andquality of service do not affect customer loyalty. These results imply that customer loyalty fails in mediating the relationship between trust, satisfaction and quality of JOOR Toll services in Indonesia. Keywoard: quality of service, customer loyalty , trust Public Agency (SOE) PT. Jasa Marga.Pt. Jasa Marga (Persero), hereinafter referred to as Jasa Marga, was established through Government Regulation (PP) no. 04 of 1978 dated March 1, 1978. Jasa Marga's main task is to plan, build, operate and maintain toll roads and their completeness so that toll roads can function as freeways that provide higher benefits than non-toll roads (jasamarga.com) Until 1987, Jasa Marga was the only tollroad operator in Indonesia. Since 1987, Jasa Marga hasbeen involved with the private sector to participate in the construction oftoll roads through the mechanism of Build, Operate and Transfer (BOT). In the period 1987-2004, Jasa Marga was more instrumental as an authority institution that facilitates private parties in building toll roads, one of which is the Jakarta Outer Ring Road (JORR) toll road.