Peran Aksesibilitas, Konektifitas, Kualitas Layanan Tehadap Loyalitas Pengguna Angkutan Umum Melalui Kepuasan Penumpang Sebagai Variabel Mediator

Currently the development of passenger transportation is growing along with the development of existing technology, this is inseparable from the existence of city transportation that existed before its proliferation and the prima donna of online public passenger transportation. Along with this, it is necessary to study the satisfaction of public passengers of city transportation in Malang City. This is urgent to do so that public transportation managers and drivers can improve and compete with online angkot. The purpose of this study is to examine and analyze the determinants of the use of public transportation in Malang City. The measures used are accessibility, connectivity, service quality and travel costs. The population of this research is all people who have ever used urban angkot (public transportation) in Malang. The sample used is 170 respondents. The analysis technique used is path analysis and 2 multiple regression models. This study resulted in accessibility and service quality having a direct effect on user satisfaction, while connectivity does not directly affect passenger satisfaction, furthermore accessibility, connectivity and service quality have a direct effect on passenger loyalty. In addition, it is seen from the indirect effect. Accessibility, connectivity and service quality do not directly affect loyalty through passenger satisfaction. This can show that the use of existing public transportation or existing users is really loyal public transport users so that users do not. need satisfaction because they understand the facilities and consequences of using conventional public transportation