MUHAMMAD, ZAQI GUFRAN (2025) PENGARUH PENANGANAN KELUHAN, KEPERCAYAAN, WORD OF MOUTH TERHADAP LOYALITAS PENUMPANG (Studi Kasus Pada Jasa Transportasi Umum Bus Trans Jatim Koridor I: Sidoarjo-Surabaya-Gresik). SKRIPSI.
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Abstract
This study aims to analyze the influence of complaint handling, trust, and word of mouth on passenger loyalty of Trans Jatim Bus Corridor I serving the Gresik–Surabaya– Sidoarjo route. The research is motivated by the critical role of public transportation in providing urban mobility solutions and the challenge of retaining user loyalty. A quantitative approach was employed, with questionnaires distributed to 85 respondents who are regular users of Trans Jatim Bus. Data were analyzed using multiple linear regression with the assistance of SPSS version 26. The findings reveal that all three independent variables—complaint handling (X1), trust (X2), and word of mouth (X3)—have a positive and significant effect on passenger loyalty (Y). Partially, complaint handling exerts the strongest influence with a regression coefficient of 0.519 (Sig. 0.002), followed by word of mouth with a coefficient of 0.419 (Sig. 0.011), and trust with a coefficient of 0.322 (Sig. 0.034). The coefficient of determination (Adjusted R²)of 0.215 indicates that 21.5% of the variation in passenger loyalty is explained by these three variables, while the remaining 78.5% is influenced by other factors outside the study. The managerial implications highlight the importance of establishing a responsive complaint handling system, strengthening passenger trust through reliable and professional services, and leveraging positive word of mouth as an effective promotional strategy. By addressing these aspects, Trans Jatim Bus management can sustainably enhance passenger loyalty. This research provides practical contributions for public transport operators in formulating service quality improvement strategies and theoretical contributions to enrich the literature on customer loyalty in the public transportation sector. Keywords: Complaint Handling, Trust, Word of Mouth, Passenger Loyalty, Public Transportation
| Item Type: | Article |
|---|---|
| Additional Information: | 212204079 |
| Subjects: | Transportasi |
| Divisions: | Program Studi > S1-Transportasi |
| Depositing User: | AMNI Perpustakaan Semarang |
| Date Deposited: | 15 Dec 2025 04:07 |
| Last Modified: | 15 Dec 2025 04:07 |
| URI: | http://repository.unimar-amni.ac.id/id/eprint/6823 |
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