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September 10, 2025MALAYSIAN JOURNAL OF COMPUTINGOpen Access

The Effect of Service Quality, Service Recovery, and Brand Image on Ridership Loyalty Mediated by Rider Satisfaction (Study on MRT Jakarta Passengers)

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Authors

MFMuhammad Iqbal FirdausLLLis LesminiBIBayu Izaghi

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Overview

Descriptive quantitative analysis highlights service quality and recovery influence rider satisfaction, impacting loyalty.

Key Points

  • Service quality significantly enhances rider satisfaction, leading to increased ridership loyalty.
  • Brand image positively influences rider satisfaction and directly impacts ridership loyalty.
  • Service recovery shows a significant effect on rider satisfaction, consequently affecting loyalty.
  • Rider satisfaction mediates the relationship between service quality, service recovery, brand image, and ridership loyalty.

Cite This Study

Firdaus et al. (2023) studied this question.

synapsesocial.com/papers/68c1e24854b1d3bfb60ff241https://doi.org/10.24191/mjoc.v8i1.20480
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