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Building Customer Engagement through Customer Experience, Customer Trust, and Customer Satisfaction in Kaligung Train Customers

Management Analysis Journal · Vol. 8 No. 4 (2019) · hlm. 350–359

DOI
10.15294/maj.v9i4.33958
ISSN
2502-1451, 2252-6552
Terbit
2019-12-20
Penerbit
Universitas Negeri Semarang
Bahasa
eng

Abstrak

Customers are getting smarter in determining transportation services that will be used to help all activities. This study aims to examine the effect of customer experience, customer trust and customer satisfaction on customer engagement. The population of this research is all the passengers of the Semarang-Brebes Kaligung Train. A sample of 160 respondents using incidental and purposive sampling techniques. Methods of data collection using questionnaires and documentation. Data analysis using Structural Equation Modeling (SEM) with IBM SPSS AMOS version 23. The results showed that customer experience affects customer trust, customer experience influences customer satisfaction, customer experience influences customer engagement, customer trust influences customer satisfaction, customer trust affect customer engagement, customer satisfaction does not significant affect customer engagement. Suggestion from this research is Kaligung Train must continue to maintain and improve services and facilities so that the experience is better. Suggestions for further research are adding other variables or other factors related to this study and using different research objects

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  • State University of Semarang
  • Institut Teknologi Sepuluh Nopember
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  • Organisasi sama
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Tampilkan sebagai tabel
Rekan penulisOrganisasiArtikel bersama
Joko WidodoAfiliasi tidak diketahui4
Nina OktarinaAfiliasi tidak diketahui2
Heri YantoAfiliasi tidak diketahui2
Rusdarti RusdartiAfiliasi tidak diketahui2
S MartonoAfiliasi tidak diketahui1
Dewi NovianasariAfiliasi tidak diketahui1
Suwito Eko PramonoAfiliasi tidak diketahui1
Nova Mega PersadaAfiliasi tidak diketahui1
Amin YusufAfiliasi tidak diketahui1
Ferdinandus LuanAfiliasi tidak diketahui1
Arief YuliantoState University of Semarang1
Yan Septio Bintoro AndaniAfiliasi tidak diketahui1
Totok Sumaryanto. FAfiliasi tidak diketahui1
Jefry Deska SetyawanAfiliasi tidak diketahui1
Mukhsinatul ArifahAfiliasi tidak diketahui1
M. HarlanuAfiliasi tidak diketahui1
Tri Joko RaharjoAfiliasi tidak diketahui1
Siti MunajiyahAfiliasi tidak diketahui1
Novita SariAfiliasi tidak diketahui1
Pipit MeillaniAfiliasi tidak diketahui1
Muslimun MuslimunAfiliasi tidak diketahui1
Efa Ariska FitriyaniAfiliasi tidak diketahui1
Iryana Dewi AstutiAfiliasi tidak diketahui1
Fahrur RoziInstitut Teknologi Sepuluh Nopember1
Sri PujiastutiAfiliasi tidak diketahui1
Lilis NuryantiAfiliasi tidak diketahui1
Saras Meilia PuspitasariAfiliasi tidak diketahui1
Hening UjianingrumAfiliasi tidak diketahui1
Arifa Miftahul JannahAfiliasi tidak diketahui1
Dewi Yuniar MagetanaAfiliasi tidak diketahui1
Rizal Eko WibowoAfiliasi tidak diketahui1
Maman RachmanAfiliasi tidak diketahui1
Astri Sulistiani RisnaediAfiliasi tidak diketahui1
Ari Tri SoegitoAfiliasi tidak diketahui1
Hindah Wasis HardaningtiastutiAfiliasi tidak diketahui1
Hilda Dhaniartika Nurma’ardiAfiliasi tidak diketahui1
M.Syakib Arsalan Citra PurnamaAfiliasi tidak diketahui1
Sri SetyaningsihAfiliasi tidak diketahui1

Afiliasi berasal dari OpenAlex; metadata OAI-PMH jurnal tidak memuatnya. Penulis tanpa ID OpenAlex dicocokkan berdasarkan nama, sehingga dua orang bisa tergabung atau satu orang bisa terpisah.

Sumber metadata: OAI-PMH (metadata jurnal) https://journal.unnes.ac.id/sju/index.php/maj/oai, pertama di-harvest 6 Nov 2026, terakhir terlihat 6 Nov 2026.
Metadata asli (oai_dc) 
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	<dc:title xml:lang="en-US">Building Customer Engagement through Customer Experience, Customer Trust, and Customer Satisfaction in Kaligung Train Customers</dc:title>
	<dc:creator>Syahputra, Dicky</dc:creator>
	<dc:creator>Murwatiningsih, Murwatiningsih</dc:creator>
	<dc:description xml:lang="en-US">Customers are getting smarter in determining transportation services that will be used to help all activities. This study aims to examine the effect of customer experience, customer trust and customer satisfaction on customer engagement. The population of this research is all the passengers of the Semarang-Brebes Kaligung Train. A sample of 160 respondents using incidental and purposive sampling techniques. Methods of data collection using questionnaires and documentation. Data analysis using Structural Equation Modeling (SEM) with IBM SPSS AMOS version 23. The results showed that customer experience affects customer trust, customer experience influences customer satisfaction, customer experience influences customer engagement, customer trust influences customer satisfaction, customer trust affect customer engagement, customer satisfaction does not significant affect customer engagement. Suggestion from this research is Kaligung Train must continue to maintain and improve services and facilities so that the experience is better. Suggestions for further research are adding other variables or other factors related to this study and using different research objects</dc:description>
	<dc:publisher xml:lang="en-US">Universitas Negeri Semarang</dc:publisher>
	<dc:date>2019-12-20</dc:date>
	<dc:type>info:eu-repo/semantics/article</dc:type>
	<dc:type>info:eu-repo/semantics/publishedVersion</dc:type>
	<dc:type xml:lang="en-US">Peer-reviewed Article</dc:type>
	<dc:format>application/pdf</dc:format>
	<dc:identifier>https://journal.unnes.ac.id/sju/maj/article/view/33958</dc:identifier>
	<dc:identifier>10.15294/maj.v9i4.33958</dc:identifier>
	<dc:source xml:lang="en-US">Management Analysis Journal; Vol 8 No 4 (2019): Management Analysis Journal; 350-359</dc:source>
	<dc:source>2502-1451</dc:source>
	<dc:source>2252-6552</dc:source>
	<dc:source>10.15294/maj.v8i4</dc:source>
	<dc:language>eng</dc:language>
	<dc:relation>https://journal.unnes.ac.id/sju/maj/article/view/33958/15596</dc:relation>
	<dc:rights xml:lang="en-US">Copyright (c) 2019 Management Analysis Journal</dc:rights>
</oai_dc:dc>