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Authors: Yasintha Soelasih 1 ;  Efendi 2 and Erwin Bramana Karnadi 2

Affiliations: 1 Universitas Katolik Indonesia Atma Jaya, Indonesia ; 2 Atma Jaya Catholic University, Indonesia

Keyword(s): customer perceived value, customer satisfaction, customer loyalty, customer relationship management, public transport

Abstract: The growth in Indonesian rail transportation is rapid after some improvements were made. The momentum of this growth should be maintained by increasing customer satisfaction. This research focuses on executive trains. Under the framework of Customer Relationship Management, the researchers are interested to find out if customer perceived value of executive train affect customer satisfaction and loyalty using age, expense and education as moderators. The samples collected were474 through systematic random sampling. Samples were obtained in Gambir Train Station, Jakarta. Data was processed using SPSS mediation, moderation and process analysis. The results suggest that age and expense donot moderate the impact of customer perceived value and customer satisfaction on customer loyalty. Education can moderate customer satisfaction on loyalty.

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Paper citation in several formats:
Soelasih, Y.; Efendi. and Bramana Karnadi, E. (2019). Analysis of Customer Perceived Value, Satisfaction, Loyalty and the Moderating Role of Customer Demographics: A Study of Indonesian Train Service. In Proceedings of the 4th Sriwijaya Economics, Accounting, and Business Conference - SEABC; ISBN 978-989-758-387-2; ISSN 2184-5212, SciTePress, pages 175-183. DOI: 10.5220/0008438101750183

@conference{seabc19,
author={Yasintha Soelasih. and Efendi. and Erwin {Bramana Karnadi}.},
title={Analysis of Customer Perceived Value, Satisfaction, Loyalty and the Moderating Role of Customer Demographics: A Study of Indonesian Train Service},
booktitle={Proceedings of the 4th Sriwijaya Economics, Accounting, and Business Conference - SEABC},
year={2019},
pages={175-183},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0008438101750183},
isbn={978-989-758-387-2},
issn={2184-5212},
}

TY - CONF

JO - Proceedings of the 4th Sriwijaya Economics, Accounting, and Business Conference - SEABC
TI - Analysis of Customer Perceived Value, Satisfaction, Loyalty and the Moderating Role of Customer Demographics: A Study of Indonesian Train Service
SN - 978-989-758-387-2
IS - 2184-5212
AU - Soelasih, Y.
AU - Efendi.
AU - Bramana Karnadi, E.
PY - 2019
SP - 175
EP - 183
DO - 10.5220/0008438101750183
PB - SciTePress

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