Electronic Theses and Dissertation

Penelitian ini bertujuan untuk menganalisis pengaruh kualitas pelayanan, performa layanan, dan fasilitas pendukung terhadap loyalitas pengguna Trans Campus di kawasan Darussalam, Banda Aceh, dengan mempertimbangkan kepuasan pengguna sebagai variabel mediasi. Metode yang digunakan adalah Structural Equation Modeling–Partial Least Square (SEM-PLS) yang dikombinasikan dengan Marginal Mean Weighting through Stratification (MMWS) berbasis propensity score. Data penelitian diperoleh dari Dinas Perhubungan Provinsi Aceh tahun 2024, yang merupakan data pengguna Trans Campus di kawasan Darussalam, Kota Banda Acehdengan jumlah responden 100 orang. Hasil penelitian menunjukkan bahwa kualitas pelayanan berpengaruh terhadap loyalitas pengguna, baik secara langsung maupun tidak langsung melalui kepuasan pengguna. Performa pelayanan sebagai faktor
confounding tidak memiliki pengaruh yang signifikan terhadap loyalitas pengguna Trans Campus. Penggunaan SEM-PLS dan MMWS terbukti efektif dalam mengidentifikasi hubungan antarvariabel laten serta mengendalikan bias confounding pada data observasional. Temuan ini diharapkan dapat menjadi referensi bagi pengelola Trans Campus dan pemerintah daerah dalam merumuskan kebijakan
strategis guna meningkatkan kualitas layanan dan loyalitas pengguna transportasi publik, serta memperkaya literatur mengenai penerapan metode statistik lanjutan dalam evaluasi layanan transportasi umum.
Kata Kunci: SEM-PLS, MMWS, propensity score, kualitas pelayanan, loyalitas pengguna, transportasi publik

The purpose of this study is to analyze the influence of service quality, service performance, and supporting facilities on the loyalty of Trans Campus users in the Darussalam area, Banda Aceh, considering user satisfaction as a mediating variable. The method used is Structural Equation Modeling–Partial Least Square (SEM-PLS) combined with Marginal Mean Weighting through Stratification (MMWS) based on propensity score. The research data was obtained from the Aceh Provincial Transportation Agency in 2024, which consists of Trans Campus users in the Darussalam area, Banda Aceh City, with a total of 100 respondents. The results show that service quality affects user loyalty both directly and indirectly through user satisfaction. Service performance as a confounding factor does not have a significant effect on the loyalty of Trans Campus users. The use of SEM-PLS and MMWS has proven effective in identifying relationships between latent variables and controlling confounding bias in observational data. These findings are expected to serve as a reference for Trans Campus managers and local governments in formulating strategic policies to improve service quality and user loyalty in public transportation, as well as to enrich the literature regarding the application of advanced statistical methods in the evaluation of public transportation services. Keywords: SEM-PLS, MMWS, propensity score, service quality, user loyalty, public transportation