THE INFLUENCE OF ON TIME PERFORMANCE AND CUSTOMER BEHAVIOR ON CUSTOMER SATISFACTION THROUGH CUSTOMER PERCEPTION AS A MODERATION (Case Study: Inter-City Bus Transportation Mode Department of Transportation – East Java Province, Indonesia)

Abstract

Competition for transportation modes in this millennial era is very tight, where there is a change in consumer patterns of transportation choice patterns. City buses, which have been an alternative choice for public transportation, are now starting to be abandoned by consumers for various reasons. The purpose of this research is to determine the influence of on time performance, customer perception on customer satisfaction through the customer perception variable as an intervening variable. The method used is the SEM (Structural Equation Modeling) method with variable analysis using the CFA (Confirmatory Factor Analysis) method. The results of the research show that the punctuality indicator has an influence of 0.053 on customer satisfaction, the consumer mindset indicator has an influence of 0.212 on customer satisfaction, the indicator that consumers perceive well has an influence of 0.044 on customer satisfaction, the service level indicator has an influence of 0.023 on customers. satisfaction through customer perception, and indicators of the existence of other more effective alternative modes of transportation which have an influence of 0.127 on customer satisfaction through customer perception.