The Influence of Product Innovation, Service Quality, and Satisfaction on Passenger Preferences Mediated by Loyalty and Moderated by Land Transportation Policy Implementation

Authors

  • Sugiyanto Sugiyanto Institut Transportasi dan Logistik Trisakti, Jakarta, Indonesia
  • Aang Gunawan Institut Transportasi dan Logistik Trisakti, Jakarta, Indonesia
  • Cecep Pahrudin Institut Transportasi dan Logistik Trisakti, Jakarta, Indonesia
  • Lira Agusinta Institut Transportasi dan Logistik Trisakti, Jakarta, Indonesia
  • Esterlinus Edwin Lermatan Institut Transportasi dan Logistik Trisakti, Jakarta, Indonesia
  • Euis Saribanon Institut Transportasi dan Logistik Trisakti, Jakarta, Indonesia

DOI:

https://doi.org/10.38035/dijemss.v7i6.6571

Keywords:

Passenger Preferences, Land Transportation Policy Implementation, Loyalty, Product Innovation, Service Quality, Satisfaction

Abstract

This study aims to examine the influence of product innovation, service quality, and customer satisfaction on passenger preferences, while incorporating the mediating role of loyalty and the moderating effect of land transportation policy implementation. The research adopts a qualitative approach using a literature review method, relying on secondary data collected from various reputable scientific journal databases, including Scopus, Springer, Sage, Elsevier, Emerald, Web of Science, EBSCO, Copernicus, as well as national journals indexed by SINTA. The analysis process involves systematic identification, selection, and synthesis of relevant literature to ensure comprehensive and reliable findings. The results reveal that product innovation, service quality, and satisfaction significantly influence customer loyalty, which in turn affects passenger preferences. In addition, product innovation, product quality, and satisfaction are found to have direct effects on passenger preferences, while loyalty also plays a crucial role in shaping these preferences. Furthermore, the implementation of land transportation policies strengthens the relationship between product innovation, service quality, satisfaction, and passenger preferences, indicating its role as an important moderating factor. Loyalty is also proven to mediate the relationship between the main variables and passenger preferences, highlighting its strategic importance. Overall, the study emphasizes the interconnected roles of innovation, service excellence, customer satisfaction, loyalty, and policy support in influencing passenger decision-making in the land transportation sector.

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Published

2026-09-14

How to Cite

Sugiyanto, S., Gunawan, A., Pahrudin, C., Agusinta, L., Lermatan, E. E., & Saribanon, E. (2026). The Influence of Product Innovation, Service Quality, and Satisfaction on Passenger Preferences Mediated by Loyalty and Moderated by Land Transportation Policy Implementation. Dinasti International Journal of Education Management and Social Science, 7(6), 5676–5695. https://doi.org/10.38035/dijemss.v7i6.6571

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Vol. 7 No. 6 (2026): Dinasti International Journal of Education Management and Social Science (August - September 2026)

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Copyright (c) 2026 Sugiyanto Sugiyanto, Aang Gunawan, Cecep Pahrudin, Lira Agusinta, Esterlinus Edwin Lermatan, Euis Saribanon

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