Proceedings of the 10th Padang International Conference on Education, Economics, Business and Accounting (PICEEBA-2 2022)

<Previous Article In Volume
Next Article In Volume>

The Effect of Service Quality, Trust and Customer Satisfaction on Customer Loyalty in the Transportation Service Industry

Authors
Thesa Alif Ravelby1, *, Yasri Yasri1, Riza Yonita2, Muthia Roza Linda1, Suhery Suhery3
1Padang State University, Padang, Indonesia
2Universitas Putra Indonesia YPTK, Padang, Indonesia
3Sekolah Tinggi Ilmu Ekonomi Perdagangan, Padang, Indonesia
*Corresponding author. Email: thesaalif@unp.ac.id
Corresponding Author
Thesa Alif Ravelby
Available Online 16 September 2025.
DOI
10.2991/978-94-6463-839-4_141How to use a DOI?
Keywords
Service quality; Trust; Customer satisfaction; Customer loyalty
Abstract

The purpose of this study is to examine how customer satisfaction, trust, and service quality affect customer loyalty in the transportation services sector. Passengers of PT. Tranex Graha Perkasa Mandiri were the subjects of this study. 200 people participated in this study, and questionnaires were sent out between May and December of 2021. SEM AMOS software was used to analyze the data. The following conclusions can be drawn from the data processing and discussion of the research findings by SEM AMOS: (1) Tranex Mandiri company’s customer loyalty is significantly impacted by service quality; (2) Tranex Mandiri company’s customer satisfaction is impacted by service quality; (3) Tranex Mandiri Padang’s service quality has a major impact on customer loyalty through trust, and (4) customer satisfaction has a substantial impact on trust in the organization.

Copyright
© 2025 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Download article (PDF)

<Previous Article In Volume
Next Article In Volume>
Volume Title
Proceedings of the 10th Padang International Conference on Education, Economics, Business and Accounting (PICEEBA-2 2022)
Series
Advances in Economics, Business and Management Research
Publication Date
16 September 2025
ISBN
978-94-6463-839-4
ISSN
2352-5428
DOI
10.2991/978-94-6463-839-4_141How to use a DOI?
Copyright
© 2025 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Cite this article

risenwbib
TY  - CONF
AU  - Thesa Alif Ravelby
AU  - Yasri Yasri
AU  - Riza Yonita
AU  - Muthia Roza Linda
AU  - Suhery Suhery
PY  - 2025
DA  - 2025/09/16
TI  - The Effect of Service Quality, Trust and Customer Satisfaction on Customer Loyalty in the Transportation Service Industry
BT  - Proceedings of the 10th Padang International Conference on Education, Economics, Business and Accounting (PICEEBA-2 2022)
PB  - Atlantis Press
SP  - 1798
EP  - 1803
SN  - 2352-5428
UR  - https://doi.org/10.2991/978-94-6463-839-4_141
DO  - 10.2991/978-94-6463-839-4_141
ID  - Ravelby2025
ER  -