The impact of service quality and passenger satisfaction on passenger loyalty of Petra shuttle bus

Abstract

To provide alternatives for students that usually using a private vehicle for traveling to campus and to optimize current parking supply, Petra Christian University has prepared Petra Shuttle Bus (PSB) that has started its service since April 2022. This study examines the most sensitive attribute that affects the car/motorcycle users to shift to PSB and the impact of service quality and passenger satisfaction on passenger loyalty of the PSB. Data were collected from a random sample of 126 students who have been using PSB and was analysed using PLS structural equation modeling. Based on the mode choice model, the parking fee is the most sensitive attribute that influences students to shift from private vehicle to PSB, compared with both time to find an empty parking space and time to walk from the parking lot or pick up location to campus buildings. Results show that service quality has significant positive effects on passenger satisfaction, and passenger satisfaction also has significant positive effects on passenger loyalty. But the service quality has insignificant negative effects on passenger loyalty. The results as well indicate that service quality explains up to 64.3% variance of passenger satisfaction, while service quality and passenger satisfaction explain up to 45.2% variance of passenger loyalty.