How to cite this paper
Marina, S., Pasha, K., Ricardianto, P., Octora, T., Olfebri, O., Rahmawati, A., Sianturi, T., Wiguna, E., Sitorus, P & Endri, E. (2023). Corporate image and service quality: Evidence from Indonesia Mass Rapid Transport.Uncertain Supply Chain Management, 11(3), 1265-1274.
Refrences
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Akob, M., Yantahin, M., Ilyas, G. B., Hala, Y., & Putra, A. H. P. K. (2021). Element of Marketing: SERVQUAL Toward Patient Loyalty in the Private Hospital Sector. Journal of Asian Finance, Economics, and Business, 8(1), 419.
Allen, J., Muñoz, J. C., & de Dios Ortúzar, J. (2019). Understanding public transport satisfaction: Using Maslow’s hierarchy of (transit) needs. Transport Policy, 81, 75-94.
Ansory, S. M., & Safira, A. (2018). Age Segmentation for Predicting Behavioural Intention of Using Railway Services in Indonesia. Asian Journal of Business and Accounting, 11(1), 229-264.
Anwar, S., Min, L., & Dastagir, G. (2019). Effect of Service Quality, Brand Image , Perceived Value on Customer Satisfaction and Loyalty in the Chinese Banking Industry. International Journal of Business, Economics and Management Works, 6(3), 24–30.
Balmer, J. M., Lin, Z., Chen, W., & He, X. (2020). The role of corporate brand image for B2B relationships of logistics service providers in China. Journal of Business Research, 117, 850-861.
Beirão, G., & Cabral, J. S. (2006). Enhancing service quality in public transport systems. WIT Transactions on The Built Environment, 89, 837–845. doi: 10.2495/UT060811
Boksberger, P. E., & Melsen, L. (2011). Perceived value: a critical examination of definitions, concepts and measures for the service industry. Journal of Services Marketing, 25(3), 229-240.
Boonchunone, S., Nami, M., Tus-U-Bul, S., Pongthavornvich, J., & Suwunnamek, O. (2021). Contribution of airport service quality, Image, and perceived Value on loyalty of passengers in Suvarnabhumi airport service of Thailand. Acta Logistica, 8(3), 237–257.
Caruana, A. ., Money, A. H., & Berthon, P. R. (2000). Service quality and satisfaction–the moderating role of value. European Journal of Marketing., 34(11/12), 1338-1352.
Chen, C. F. (2008). Investigating structural relationships between service quality, perceived value, satisfaction, and behavioral intentions for air passengers: Evidence from Taiwan. Transportation Research Part A: Policy and Practice, 42(4), 709–717.
Chien, L., & Chi, S. (2019). Corporate image as a mediator between service quality and customer satisfaction: difference across categorized exhibitors. Heliyon, 5(3), e01307.
Colquit, J. A., LePine, J. A., & Wesson, M. J. (2015). Organizational Behavior, Improving Performance and Commitment in the Workplace (14th Eds). New York: McGraw-Hill Education.
Cronin, J., & Taylor, S. (2014). Measuring Service Quality: A Reexamination and Extension. Journal of Marketing, 56, 55–68.
Dahlan, A. F., & Fraszczyk, A. (2019). Public perceptions of a new MRT service: a pre-launch study in Jakarta. Urban Rail Transit, 5, 278-288.
Dam, S. M., & Dam, T. C. (2021). Relationships between Service Quality, Brand Image, Customer Satisfaction, and Customer Loyalty. Journal of Asian Finance, Economics, and Business, 8(3), 585–593.
De Oña, J., De Oña, R., Eboli, L., Forciniti, C., & Mazzulla, G. (2016). Transit passengers’ behavioural intentions: the influence of service quality and customer satisfaction. Transportmetrica A: Transport Science, 12(5), 385-412.
Devi, A. A. D. T., & Yasa, N. N. K. (2020). The role of customer satisfaction in mediating the influence of service quality and perceived value on brand loyalty. International Research Journal of Management, IT and Social Sciences, 8(3), 315-328.
Devi, M. K., Safitri, R., & Fanani, F. (2021). Does Continuous Improvement Can Push BRT Ridership? (Case study of BRT TransJakarta). IJTI International Journal of Transportation and Infrastructure, 4(2), 169-178.
Ekwiriyaton, P., & Hamra, W. (2022). Selected Service Quality Factors that Influence the Satisfaction of Public Land Transport Users in Bangkok. วารสาร วิชาการ ศรีปทุม ชลบุรี Sripatum Chonburi Journal, 18(4), 42-57.
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Gürlek, M., Düzgün, E., & Uygur, S. M. (2017). How does corporate social responsibility create customer loyalty? The role of corporate image. Social Responsibility Journal, 13(3), 409-427.
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Horng, J. S., Liu, C. H., Chou, S. F., Tsai, C. Y., & Hu, D. C. (2018). Does corporate image really enhance consumer’s behavioural intentions? Asia Pacific Journal of Tourism Research, 23(10), 1008-1020.
Hsieh, S.-W., Lu, C.-C., & Lu, Y.-H. (2018). A Study on the Relationship Among Brand Image, Service Quality, Customer Satisfaction, and Customer Loyalty – Taking ‘the Bao Wei Zhen Catering Team’ As an Empirical Study. KnE Social Sciences, 3(10), 1768–1781.
Hu, H. H., Kandampully, J., & Juwaheer, T. D. (2009). Relationships and contributions of service quality, perceived Value, customer satisfaction, and Image: an empirical study. The Service Industries Journal, 29(2), 111-125.
Ibrahim, A. N. H., & Borhan, M. N. (2020). The Interrelationship Between Perceived Quality, Perceived Value and User Satisfaction Towards Behavioral Intention in Public Transportation: A Review of the Evidence. International Journal on Advanced Science, Engineering and Information Technology, 10(5), 2048. https://doi.org/10.18517/ijaseit.10.5.12818
Indrasari, A., Nadjmie, N & Endri, E. (2022). Determinants of satisfaction and loyalty of e-banking users during the COVID-19 pandemic. International Journal of Data and Network Science, 6(2), 497-508. DOI: 10.5267/j.ijdns.2021.12.004
Javed, M. K., & Wu, M. (2020). Effects of online retailer after delivery services on repurchase intention: An empirical analysis of customers’ experience and future confidence with the retailer. Journal of Retailing and Consumer Services, 54, 101942.
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Kang, M. G., & Kim, H. Y. (2019). A Study on the Relative Importance of Evaluation Factors for Improvement of Port Security. Journal of Navigation and Port Research, 43(1), 49-56.
Kant, R., Jaiswal, D., & Mishra, S. (2017). The investigation of service quality dimensions, customer satisfaction and corporate Image in Indian public sector banks: An application of Structural Equation Model (SEM. Vision, 21(1), 76-85.
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Kim, Y. M., & Kim, J. H. (2019). The relations between safety matters, corporate image and performance in logistics company. Journal of Distribution Science, 17(11), 35-45.
Kissel, P., & Büttgen, M. (2015). Using social media to communicate employer brand identity: The Contribution on corporate image and employer attractiveness. Journal of Brand Management, 22, 755-777.
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Kuo, C. W., & Tang, M. L. (2013). Relationships among service quality, corporate image, customer satisfaction, and behavioral intention for the elderly in high speed rail services. Journal of Advanced Transportation, 47(5), 512-525.
Kusumawati, A., & Rahayu, K. S. (2020). The effect of experience quality on customer perceived value and customer satisfaction and its Contribution on customer loyalty. The TQM Journal, 33(6), 1525-1540.
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Allen, J., Muñoz, J. C., & de Dios Ortúzar, J. (2019). Understanding public transport satisfaction: Using Maslow’s hierarchy of (transit) needs. Transport Policy, 81, 75-94.
Ansory, S. M., & Safira, A. (2018). Age Segmentation for Predicting Behavioural Intention of Using Railway Services in Indonesia. Asian Journal of Business and Accounting, 11(1), 229-264.
Anwar, S., Min, L., & Dastagir, G. (2019). Effect of Service Quality, Brand Image , Perceived Value on Customer Satisfaction and Loyalty in the Chinese Banking Industry. International Journal of Business, Economics and Management Works, 6(3), 24–30.
Balmer, J. M., Lin, Z., Chen, W., & He, X. (2020). The role of corporate brand image for B2B relationships of logistics service providers in China. Journal of Business Research, 117, 850-861.
Beirão, G., & Cabral, J. S. (2006). Enhancing service quality in public transport systems. WIT Transactions on The Built Environment, 89, 837–845. doi: 10.2495/UT060811
Boksberger, P. E., & Melsen, L. (2011). Perceived value: a critical examination of definitions, concepts and measures for the service industry. Journal of Services Marketing, 25(3), 229-240.
Boonchunone, S., Nami, M., Tus-U-Bul, S., Pongthavornvich, J., & Suwunnamek, O. (2021). Contribution of airport service quality, Image, and perceived Value on loyalty of passengers in Suvarnabhumi airport service of Thailand. Acta Logistica, 8(3), 237–257.
Caruana, A. ., Money, A. H., & Berthon, P. R. (2000). Service quality and satisfaction–the moderating role of value. European Journal of Marketing., 34(11/12), 1338-1352.
Chen, C. F. (2008). Investigating structural relationships between service quality, perceived value, satisfaction, and behavioral intentions for air passengers: Evidence from Taiwan. Transportation Research Part A: Policy and Practice, 42(4), 709–717.
Chien, L., & Chi, S. (2019). Corporate image as a mediator between service quality and customer satisfaction: difference across categorized exhibitors. Heliyon, 5(3), e01307.
Colquit, J. A., LePine, J. A., & Wesson, M. J. (2015). Organizational Behavior, Improving Performance and Commitment in the Workplace (14th Eds). New York: McGraw-Hill Education.
Cronin, J., & Taylor, S. (2014). Measuring Service Quality: A Reexamination and Extension. Journal of Marketing, 56, 55–68.
Dahlan, A. F., & Fraszczyk, A. (2019). Public perceptions of a new MRT service: a pre-launch study in Jakarta. Urban Rail Transit, 5, 278-288.
Dam, S. M., & Dam, T. C. (2021). Relationships between Service Quality, Brand Image, Customer Satisfaction, and Customer Loyalty. Journal of Asian Finance, Economics, and Business, 8(3), 585–593.
De Oña, J., De Oña, R., Eboli, L., Forciniti, C., & Mazzulla, G. (2016). Transit passengers’ behavioural intentions: the influence of service quality and customer satisfaction. Transportmetrica A: Transport Science, 12(5), 385-412.
Devi, A. A. D. T., & Yasa, N. N. K. (2020). The role of customer satisfaction in mediating the influence of service quality and perceived value on brand loyalty. International Research Journal of Management, IT and Social Sciences, 8(3), 315-328.
Devi, M. K., Safitri, R., & Fanani, F. (2021). Does Continuous Improvement Can Push BRT Ridership? (Case study of BRT TransJakarta). IJTI International Journal of Transportation and Infrastructure, 4(2), 169-178.
Ekwiriyaton, P., & Hamra, W. (2022). Selected Service Quality Factors that Influence the Satisfaction of Public Land Transport Users in Bangkok. วารสาร วิชาการ ศรีปทุม ชลบุรี Sripatum Chonburi Journal, 18(4), 42-57.
Farda, M., & Lubis, H. A. R. (2018). Transportation system development and challenge in Jakarta metropolitan area, Indonesia. International Journal of Sustainable Transportation Technology, 1(2), 42-50.
Gürlek, M., Düzgün, E., & Uygur, S. M. (2017). How does corporate social responsibility create customer loyalty? The role of corporate image. Social Responsibility Journal, 13(3), 409-427.
Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2018). Multivariate Data Analysis. In Cengage Learning EMEA (8th Editio).
Harahap, S. M., Cahyarini, W., Utami, D. N. I., Wijayanti, W. R., & Ulkhaq, M. M. (2021). Measuring service quality using IPGA model: A case study in the Indonesian train station. AIP Conference Proceedings, (Vol. 2409, No. 1, 020018).
Horng, J. S., Liu, C. H., Chou, S. F., Tsai, C. Y., & Hu, D. C. (2018). Does corporate image really enhance consumer’s behavioural intentions? Asia Pacific Journal of Tourism Research, 23(10), 1008-1020.
Hsieh, S.-W., Lu, C.-C., & Lu, Y.-H. (2018). A Study on the Relationship Among Brand Image, Service Quality, Customer Satisfaction, and Customer Loyalty – Taking ‘the Bao Wei Zhen Catering Team’ As an Empirical Study. KnE Social Sciences, 3(10), 1768–1781.
Hu, H. H., Kandampully, J., & Juwaheer, T. D. (2009). Relationships and contributions of service quality, perceived Value, customer satisfaction, and Image: an empirical study. The Service Industries Journal, 29(2), 111-125.
Ibrahim, A. N. H., & Borhan, M. N. (2020). The Interrelationship Between Perceived Quality, Perceived Value and User Satisfaction Towards Behavioral Intention in Public Transportation: A Review of the Evidence. International Journal on Advanced Science, Engineering and Information Technology, 10(5), 2048. https://doi.org/10.18517/ijaseit.10.5.12818
Indrasari, A., Nadjmie, N & Endri, E. (2022). Determinants of satisfaction and loyalty of e-banking users during the COVID-19 pandemic. International Journal of Data and Network Science, 6(2), 497-508. DOI: 10.5267/j.ijdns.2021.12.004
Javed, M. K., & Wu, M. (2020). Effects of online retailer after delivery services on repurchase intention: An empirical analysis of customers’ experience and future confidence with the retailer. Journal of Retailing and Consumer Services, 54, 101942.
Javid, M. A., Okamura, T., Nakamura, F., & Wang, R. (2013). Comparison of commuters’ satisfaction and preferences with public transport: A case of wagon service in Lahore’. Jordan Journal of Civil Engineering, 7(4), 461–472.
Kang, M. G., & Kim, H. Y. (2019). A Study on the Relative Importance of Evaluation Factors for Improvement of Port Security. Journal of Navigation and Port Research, 43(1), 49-56.
Kant, R., Jaiswal, D., & Mishra, S. (2017). The investigation of service quality dimensions, customer satisfaction and corporate Image in Indian public sector banks: An application of Structural Equation Model (SEM. Vision, 21(1), 76-85.
Kaur, H., & Soch, H. (2018). Satisfaction, trust and loyalty: investigating the mediating effects of commitment, switching costs and corporate image. Journal of Asia Business Studies., 12(4), 361–380.
Kim, Y. M., & Kim, J. H. (2019). The relations between safety matters, corporate image and performance in logistics company. Journal of Distribution Science, 17(11), 35-45.
Kissel, P., & Büttgen, M. (2015). Using social media to communicate employer brand identity: The Contribution on corporate image and employer attractiveness. Journal of Brand Management, 22, 755-777.
Kotler, P., & Armstrong, G. (2018). Principles of Marketing (17th Eds). Pearson Education Limited.
Kuo, C. W., & Tang, M. L. (2013). Relationships among service quality, corporate image, customer satisfaction, and behavioral intention for the elderly in high speed rail services. Journal of Advanced Transportation, 47(5), 512-525.
Kusumawati, A., & Rahayu, K. S. (2020). The effect of experience quality on customer perceived value and customer satisfaction and its Contribution on customer loyalty. The TQM Journal, 33(6), 1525-1540.
Kwan, S. C., Sutan, R., & Hashim, J. H. (2018). Trip characteristics as the determinants of intention to shift to rail transport among private motor vehicle users in Kuala Lumpur, Malaysia. Sustainable Cities and Society, 36, 319–326.
Lai, W. T., & Chen, C. F. (2011). Behavioral intentions of public transit passengers—The roles of service quality, perceived value, satisfaction and involvement. Transport Policy, 18(2), 318–325.
Leninkumar, V. (2017). The relationship between customer satisfaction and customer trust on customer loyalty. International Journal of Academic Research in Business and Social Sciences, 7(4), 450-465.
Lovelock, C., & Wirtz, J. (2011). Services Marketing: People, Technology and Strategy (7th Eds.). New Jersey: Prentice Hall, Inc.
Malik, M. E., Ghafoor, M. M., & Iqbal, H. K. (2012). Contribution of Brand Image, Service Quality and price on customer satisfaction in Pakistan Telecommunication sector. International Journal of Business and Social Science, 3(23), 123-129.
Mani, K. (2021). Bus Rapid Transit (BRT) in Malaysia: Passengers Satisfaction on Service Quality and Price. International Journal of Innovation and Business Strategy (IJIBS), 15(2).19-37
Miranda, A. T. (2018). Understanding human error in naval aviation mishaps. Human Factors, 20(6), 763-777. https://doi.org/10.2991/kam-15.2015.5
Morfoulaki, M., Tyrinopoulos, Y., & Aifadopoulou, G. (2010). Estimation of satisfied customers in public transport systems: a new methodological approach. Journal of the Transportation Research Forum, 46(1), 63–72.
Mwesigwa, R., Tusiime, I., & Ssekiziyivu, B. (2020). Leadership styles, job satisfaction and organizational commitment among academic staff in public universities. Journal of Management Development, 39(2), 253–268.
Ni, A., Zhang, C., Hu, Y., Lu, W., & Li, H. (2020). Contribution mechanism of the corporate image on passenger satisfaction with public transport in China. Transport Policy, pp. 94, 54–65.
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