Determinants of airport train operational performance

Abstract

This study aims to analyze the improvement of the operational performance of Indonesia’s Soekarno-Hatta Airport train through service quality which is mediated by train passenger loyalty and passenger satisfaction. The main problems in this study are the use of the same railway for long-distance train, airport train, and commuter Line train, the limited use of airport railway with four schedules, the headway which becomes 30 minutes since the number of travels becomes 82 trips, and the tariff being applied now is considered as burdening the passengers. The research method uses a quantitative analysis approach with the technique of Structural Equation Modeling-Lisrel. Data collection is done through observation and questionnaire distribution. The respondents are 306 passengers of trains heading for Soekarno-Hatta Airport. The benefit of this study for the domestic railway company is that by improving service quality, passenger loyalty and satisfaction, it will improve the operational performance of airport trains. The result of this research indicates the significant influence of service quality variable on passenger loyalty through passenger satisfaction, the significant influence of service quality variable on operational performance through passenger satisfaction and passenger loyalty as well as the significant influence of passenger satisfaction variable on operational performance through passenger loyalty.

The impact of service quality, ticket price policy and passenger trust on airport train passenger loyalty

“…With good service quality, customers will keep using the service, recommend other people to use the services of Airport Train, not move to other transportation modes from and to the airport, and use another train to trip. This research supports the studies conducted by Hizam et al (2021), Janitra et al (2021), Tamaruddin et al,(2020), Razak et al (2016), andRicardianto et al, 2022b), in which this study strengthens the vitality of service quality features to enhance the loyalty of train passengers and focus more on the public transportation mechanism of commuter. The result of this research is also in line with the findings of Aydin and Özer (2005), Chou and Kim (2009), Heng and Hamid (2021), Ricardianto et al (2022b), and Segoro (2013 showing that service quality gives a significant impact to loyalty.…”

“…This research supports the studies conducted by Hizam et al (2021), Janitra et al (2021), Tamaruddin et al,(2020), Razak et al (2016), andRicardianto et al, 2022b), in which this study strengthens the vitality of service quality features to enhance the loyalty of train passengers and focus more on the public transportation mechanism of commuter. The result of this research is also in line with the findings of Aydin and Özer (2005), Chou and Kim (2009), Heng and Hamid (2021), Ricardianto et al (2022b), and Segoro (2013 showing that service quality gives a significant impact to loyalty. This finding is consistent, based on the previous research proving that service quality gives an impact on passenger loyalty.…”

“…Pereira et al (2016) emphasize how customers' tacit knowledge can represent the resources that can promote customer loyalty. From passenger loyalty, the certainty of better traveling time to the airport by train compared with other transportations makes Soekarno Hatta Airport Train the main choice (Ricardianto et al, 2022b). Shiftan et al (2015) state in their study that the loyalty of public transportation passengers will be able to measure the repeat order and passenger attitude.…”

“…Another research by Savirah et al (2020) concerning tourist trains has proved that service quality can give an impact on the intention of repeat buying. Finally, the result of research by Ricardianto et al (2022b) can be explained through the service quality variable of airport trains, that the sustainable access to trains will facilitate continuing the trip to the airport without leaving the railway station. Parasuraman (2009), and Zeithaml and Bitner (2011) say that service quality has five dimensions of service quality variable; (1) reliability, (2) responsiveness, (3) assurance, (4) empathy, and (5) physical evidence.…”

“…In addition, based on the result of research in Soekarno-Hatta airport by Adelia et al (2020) shows that ticket price has a positive and significant impact on the interest of train passengers. However, according to (Nuraizi et al, 2018;Ricardianto et al, 2022b) in their studies, the ticket price has not been fully accepted by the passengers of the Soekarno-Hatta Airport train.…”