Vol. 5 No. 2 (2026): January
Articles
Determinants of Community Satisfaction through Loyalty in Sidoarjo Free Homecoming Program: Service, Competence, Infrastructure, Digitalization
Abstract
Purpose: This study examines the effects of service quality, officer competence, facilities and infrastructure, and service digitalization on community satisfaction, with community loyalty examined as a mediating variable in the Free Homecoming Program organized by the Transportation Division of the Sidoarjo Regency Transportation Department.
Research Methodology: A quantitative approach was employed involving 78 respondents selected through purposive sampling. Data were collected using a five-point Likert-scale questionnaire comprising 25 items across six variables. The analysis included validity and reliability testing, classical assumption testing, two-stage multiple linear regression, and the Sobel test.
Results: Service quality and facilities and infrastructure significantly influenced community loyalty, whereas officer competence and service digitalization did not. Service digitalization and community loyalty significantly affected community satisfaction, while service quality, officer competence, and facilities and infrastructure showed no significant direct effects. The models explained 24.6% and 41.3% of the variance in community loyalty and satisfaction, respectively. However, the Sobel test showed that none of the four indirect effects were statistically significant.
Conclusions: Community loyalty significantly contributes to satisfaction, but it does not significantly mediate the effects of the four service-related predictors.
Limitations: The study is limited by its relatively small sample, cross-sectional design, and reliance on the Sobel test.
Contributions: This study clarifies the roles of service quality, infrastructure, digitalization, and loyalty in evaluating public transportation programs and provides practical implications for improving community-oriented services.
Community Loyalty
Community Satisfaction
Facilities and Infrastructure
Free Homecoming Program
Officer Competence
How to Cite
Sutarni, S., Sukesi, S., & Iristian, J. (2026). Determinants of Community Satisfaction through Loyalty in Sidoarjo Free Homecoming Program: Service, Competence, Infrastructure, Digitalization. Jurnal Transportasi, Logistik, Dan Aviasi, 5(2), 109-122. https://doi.org/10.52909/jtla.v5i2.446
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