Examining Passenger Trust and Experience to Develop Loyalty in Eco Friendly Transportation

This study examines the effects of passenger trust and passenger experience on passenger satisfaction and passenger loyalty in the context of eco-friendly transportation. The research objective is to analyze the relationship between these variables and their implications for promoting sustainable transportation practices. A sample of participants, consisting of eco-friendly transportation users with the number 116 sample as respondents, was surveyed using a structured questionnaire. Statistical analysis, including multiple regression, was conducted to determine the relationships and significance of these variables. The findings revealed a significant positive effect of passenger trust on passenger satisfaction and passenger loyalty. Similarly, passenger experience demonstrated a significant positive effect on passenger satisfaction and passenger loyalty. This study contributes to the existing literature by highlighting the significance of passenger trust and passenger experience in influencing satisfaction and loyalty in the context of eco-friendly transportation. The findings have implications for policymakers and transportation stakeholders, offering insights into strategies to promote sustainable transportation practices and enhance passenger satisfaction and loyalty.


Introduction
The global transportation sector has reached a critical juncture where the need for sustainable solutions has become imperative.As concerns about climate change, environmental degradation, and fossil fuel depletion intensify, the quest for sustainable transportation has gained significant attention.This research aims to explore the pivotal role of sustainable transportation in shaping a greener and more sustainable future.Sustainable transportation refers to a system that minimizes environmental impact, promotes energy efficiency, and enhances social equity while meeting the diverse mobility needs of individuals and communities.It encompasses various modes of transportation, including public transit, cycling, walking, and the use of electric vehicles and alternative fuels.By shifting away from conventional, carbon-intensive modes of transportation, sustainable transportation holds the promise of reducing greenhouse gas emissions, mitigating air pollution, and improving overall quality of life [1].
The transition towards sustainable transportation necessitates the integration of innovative technologies, infrastructure development, policy interventions, and behavioral changes.This research will explore the role of each of these elements and analyze successful case studies from around the world that showcase the feasibility and effectiveness of sustainable transportation initiatives.Sustainable transportation refers to a system of movement that minimizes its negative environmental, social, and economic impacts while meeting the needs of individuals and communities.Traditional transportation systems heavily rely on fossil fuels, such as gasoline and diesel, which contribute to air pollution, greenhouse gas emissions, and climate change [2].Conventional transportation modes contribute to poor air quality, which can lead to respiratory problems, cardiovascular diseases, and other health issues.Sustainable transportation reduces harmful emissions, improving air quality and creating healthier living environments.Sustainable transportation options, like public transit systems and active transportation modes, can help alleviate traffic congestion in urban areas [3].Efficient public transit networks provide an alternative to private vehicles, reducing the number of cars on the road and easing congestion.Promoting walking and cycling infrastructure further reduces congestion by providing non-motorized alternatives for short-distance travel.
Trains are considered an eco-friendly mode of transportation.Trains are highly energy-efficient compared to other modes of transportation, such as cars or airplanes [4].They have the ability to move a large number of passengers or freight using relatively less energy per person or per unit of goods transported.Trains benefit from economies of scale, as the energy required to propel a train is distributed among many passengers, making them more energyefficient on a per-capita basis.Trains produce lower greenhouse gas emissions compared to cars and airplanes.Most trains are powered by electricity, which can be generated from renewable energy sources, such as wind, solar, or hydroelectric power.Electric trains produce zero tailpipe emissions, helping to reduce air pollution and combat climate change.Trains have the capacity to carry a large number of passengers and goods, reducing the number of cars on the road and minimizing traffic congestion.By alleviating congestion, trains help to improve overall traffic flow and reduce travel time for commuters.This leads to fuel savings and lower emissions from idling vehicles in congested areas.Trains are generally quieter than other modes of transportation, especially when compared to airplanes or heavy traffic on roads.By operating on dedicated tracks or within designated areas, trains help to minimize noise pollution and provide a more peaceful environment for nearby communities.Trains have a lower accident rate compared to cars, making them a safer mode of transportation.Trains operate on dedicated tracks, separate from road traffic, which reduces the risk of collisions and accidents caused by human error.Additionally, trains are built with safety features such as automated systems, signaling, and strict operational procedures to ensure passenger safety.Trains are particularly suitable for long-distance travel, offering an efficient and comfortable alternative to air travel.High-speed trains, such as bullet trains, can cover long distances in a relatively short time, competing with air travel for journeys within a specific range.By encouraging passengers to choose trains over airplanes for certain distances, the overall carbon footprint of transportation can be reduced.Trust is crucial for users of eco-friendly transportation to have confidence in the reliability and efficiency of the system.People need to trust that the transportation service will be available when they need it and that it will operate smoothly.This trust can be built through consistent and dependable service, accurate information on schedules, and transparent communication about any disruptions or changes.Trust is closely tied to safety concerns.Users of eco-friendly transportation want assurance that the system prioritizes their safety and wellbeing.This includes having well-maintained vehicles, adhering to safety regulations, implementing security measures, and providing clear instructions on how to navigate the system safely.Demonstrating a commitment to passenger safety helps build trust and provides a positive experience for users.A positive experience at every touchpoint encourages users to continue choosing eco-friendly transportation and enhances their satisfaction.
Integrating eco-friendly transportation with other modes of transportation, such as buses, trains, or bike-sharing services, contributes to user satisfaction.
Users of eco-friendly transportation often have a deep-seated concern for the environment.They appreciate and value transportation providers that prioritize sustainability and demonstrate a genuine commitment to reducing their carbon footprint.Transparent reporting of environmental impact, showcasing efforts to improve sustainability, and engaging in eco-friendly initiatives can build trust and enhance user satisfaction.Involving the local community in the development and operation of eco-friendly transportation systems can contribute to trust and satisfaction.Demonstrating a commitment to ongoing improvement is essential for building trust and satisfaction.This includes actively seeking user feedback, responding to concerns, and implementing necessary changes based on user insights.Transparent communication about improvements and future plans helps users feel involved and invested in the eco-friendly transportation system.
By prioritizing trust, delivering positive user experiences, integrating services, demonstrating environmental commitment, engaging the community, and continuously improving the system, eco-friendly transportation providers can build satisfaction among users [5].This, in turn, encourages more people to choose sustainable transportation options and contribute to a greener and more sustainable future.When passengers feel satisfied with their journey, they are more inclined to choose trains as their preferred mode of transportation in the future.Trains have lower emissions compared to cars or airplanes, and passengers who are environmentally conscious appreciate the reduced carbon footprint associated with train travel.By aligning with passengers' values and meeting their environmental expectations, trains can cultivate satisfaction and encourage passengers to continue choosing them.
Another aspect that contributes to passenger satisfaction and loyalty is the cost-effectiveness of train travel.If train fares are competitive compared to other transportation options, passengers perceive value for their money.Additionally, if trains provide cost-saving benefits such as reduced fuel expenses, parking fees, or tolls associated with private vehicles, passengers feel satisfied with the economic advantage of using trains.
Passenger satisfaction is often influenced by the convenience and accessibility of train services.Factors such as well-connected routes, frequent departures, and convenient access to stations contribute to a positive experience.
When passengers find it easy to access train services, make transfers seamlessly, and have convenient connections with other modes of transportation, they are more likely to be satisfied with their overall journey [6].Active engagement and effective communication with passengers contribute to satisfaction and loyalty.Providing passengers with accurate and up-to-date information about schedules, routes, and service changes builds trust and reduces uncertainty.Engaging passengers through feedback channels, responsive customer support, and addressing their concerns or suggestions demonstrates a commitment to their satisfaction and fosters loyalty.Implementing loyalty programs or offering incentives for frequent train travelers can further enhance passenger satisfaction and foster loyalty.Loyalty programs can provide benefits such as discounted fares, priority seating, or exclusive offers, rewarding passengers for their continued support.These initiatives not only contribute to satisfaction but also incentivize passengers to choose trains repeatedly.The research framework is illustrated and presented in Figure 1.

Method
The population in this study consists of railroad passenger customers who have used Train Services in Semarang.
The sampling technique used in this study is non-probability sampling, specifically purposive sampling, which does not provide equal opportunities for all individuals to be selected as samples.This sampling technique is suitable for quantitative research or studies that do not aim to generalize findings.As the exact population size is unknown, the sample size for this study was determined using the literacy formula method, resulting in a total of 116 respondents.The variables in this study include dependent variables, independent variables, and intervening variables.The dependent variable is passenger loyalty, while the intervening variable is passenger satisfaction, and the independent variables are passenger experience and passenger trust.Data collection methods involve the use of a questionnaire with a Likert scale ranging from 1 to 5, as well as observation.The validity and reliability of the instrument were tested.Multiple regression analysis using SPSS is a statistical technique used to explore the relationship between a dependent variable and two or more independent variables [7].It allows researchers to understand how multiple predictors simultaneously influence the outcome variable.The analysis aims to determine the strength and direction of these relationships, as well as to make predictions based on the values of the independent variables.

Result
The results of the study include an analysis of respondent characteristics, an assessment of variable reliability, and hypothesis testing.Table 2 indicates most of the users of eco-friendly transportation utilize it more than three times, and the majority of them are undergraduate level.Passenger use eco-friendly transportation more than three times suggests a higher level of reliance on this mode of transportation.This indicates that they are actively choosing and incorporating eco-friendly transportation into their daily routines and lifestyle, which reflects their commitment to sustainability.The frequent use of eco-friendly transportation indicates a heightened environmental consciousness among these users.They recognize the importance of reducing carbon emissions and promoting sustainable practices by opting for eco-friendly modes of transportation.The results of the reliability test can be found in Table 3, and it is observed that all variables meet the predefined criteria.When a variable is considered reliable, it means that it consistently and accurately measures the construct or concept it is intended to represent.4 show statistical analysis provides evidence to support the stated hypothesis.In other words, the data and analysis suggest that there is a significant relationship or difference between variables as hypothesized.This supports the initial research hypothesis and indicates that the observed results are unlikely to have occurred by chance.The supported hypothesis strengthens the validity and credibility of the research findings and provides empirical support for the proposed relationship or effect between variables.

Discussion
Passenger trust plays a significant role in influencing passenger satisfaction and loyalty when using eco-friendly transportation like trains.Trust in the reliability of train services is crucial for passenger satisfaction and loyalty.Passengers need to have confidence that the trains will operate on schedule and consistently provide dependable transportation.When trains are punctual, adhere to published timetables, and minimize disruptions, passengers feel more satisfied with their travel experience and are more likely to trust and continue using the train service.
Trust in the safety and security measures of train services is essential for passenger satisfaction and loyalty.
The previous research indicates that passenger trust plays a significant role in influencing passenger satisfaction and loyalty when it comes to using eco-friendly transportation, specifically trains [8].Trust in the train service provider and the overall system is crucial for passengers to have a positive experience and develop a sense of loyalty towards eco-friendly transportation options.In this discussion, we will delve into the implications of passenger trust on satisfaction and loyalty, highlighting its importance and the factors that contribute to building trust in train services.Passenger trust is a fundamental aspect of the overall travel experience.When passengers trust the train service provider, they feel more confident in the reliability and safety of the transportation system.
Another significant aspect is the environmental commitment of train services.As eco-friendly transportation, trains attract passengers who prioritize sustainability and are conscious of their carbon footprint.When train services demonstrate a genuine commitment to reducing environmental impact through practices such as using renewable energy sources and implementing sustainable initiatives, passengers trust that their choice to travel by train aligns with their environmental values [9].This trust strengthens passenger satisfaction and fosters long-term loyalty to eco-friendly transportation options.
The previous research highlights the significant influence of passenger experience on passenger satisfaction and loyalty when using eco-friendly transportation, particularly trains [10].The quality of the passenger experience plays a crucial role in shaping perceptions, attitudes, and behaviors towards train travel.In this discussion, we will explore the implications of passenger experience on satisfaction and loyalty, emphasizing the factors that contribute to a positive experience when using eco-friendly transportation.Passenger comfort and convenience are key factors that contribute to a positive experience when traveling by train.Comfortable seating, adequate legroom, and well-maintained train interiors are crucial for passengers to feel at ease during their journeys.When passengers can travel in a comfortable environment, they are more likely to be satisfied and develop loyalty towards the eco-friendly train service.
When passengers are satisfied with their experience using eco-friendly transportation like trains, they are more likely to choose trains as their preferred mode of transportation in the future.Satisfied passengers develop a sense of trust and confidence in the train service, leading them to rely on it for their travel needs.Their positive experience encourages them to continue using trains, fostering loyalty to the eco-friendly transportation system.Satisfied passengers often share their positive experiences with others, leading to positive word-of-mouth recommendations.When passengers feel satisfied with their train travel experience, they are more likely to share their positive opinions and recommend the train service to their friends, family, and colleagues.Positive word-ofmouth helps to attract new passengers and increases the likelihood of their loyalty to eco-friendly transportation like trains [11].Passenger satisfaction reduces the consideration of alternative transportation options.
The commitment of train services to environmental sustainability, including the reduction of carbon emissions, is an important factor that influences passenger trust.When train services demonstrate a strong commitment to minimizing their environmental impact by adopting sustainable practices, passengers develop trust in the service provider's dedication to eco-friendly transportation.This trust is reinforced by visible actions such as using renewable energy sources, implementing energy-efficient technologies, and actively participating in carbon reduction initiatives.Passengers who prioritize environmental sustainability are more likely to trust and choose eco-friendly transportation options like trains due to their perceived lower carbon emissions.Trains generally emit fewer greenhouse gases compared to other modes of transportation, such as cars or planes.Passengers who are aware of this environmental benefit feel more satisfied and fulfilled with their choice of train travel, knowing they are contributing to carbon emissions reduction and environmental preservation.
Transparent reporting of carbon emissions and environmental initiatives by train service providers is crucial for maintaining passenger trust.When train services openly share information about their carbon footprint, emission reduction targets, and progress towards achieving them, passengers feel more confident in the service provider's commitment to sustainability [6].Transparent reporting fosters a sense of accountability and encourages passengers to trust the train service's environmental efforts, positively influencing their overall experience and satisfaction.Train services can play a role in educating passengers about the environmental benefits of train travel and raising awareness about the importance of carbon emissions reduction.By providing information through various channels, such as onboard announcements, digital platforms, or informative materials, train services can enhance passenger knowledge and understanding of the positive environmental impacts of their choice to travel by train.This educational aspect deepens the connection between passenger experience, environmental sustainability, and trust.Train services can enhance passenger trust and experience by integrating sustainable practices throughout the entire journey.This can include initiatives such as waste reduction and recycling programs, energy-efficient operations, and eco-friendly infrastructure design [12].When passengers observe these sustainable practices in action, it reinforces their trust in the train service's commitment to environmental sustainability.It also enhances the overall passenger experience by aligning their values with the eco-friendly ethos of the transportation system.

Conclusion
In conclusion, this study has explored the relationships between passenger trust, passenger experience, passenger satisfaction, and passenger loyalty in the context of eco-friendly transportation.The findings highlight the significant effects of passenger trust and passenger experience on passenger satisfaction and passenger loyalty.
The results indicate that building trust among passengers is crucial for promoting satisfaction and loyalty in ecofriendly transportation.When passengers have a higher level of trust in the transportation system, they are more likely to be satisfied with their travel experience and demonstrate increased loyalty towards sustainable transportation options.This emphasizes the importance of transparent and reliable systems, which can be achieved through effective communication, adherence to schedules, and commitment to environmental sustainability.Furthermore, the study underscores the importance of providing a positive passenger experience.Passengers who have a comfortable, convenient, and reliable experience during their travel exhibit higher levels of satisfaction and loyalty towards eco-friendly transportation.Enhancing factors such as comfort, accessibility, and reliability can contribute to a more positive passenger experience, fostering satisfaction and encouraging continued usage of sustainable transportation.

Figure 2
Figure 2 and Table4show statistical analysis provides evidence to support the stated hypothesis.In other words, the data and analysis suggest that there is a significant relationship or difference between variables as hypothesized.This supports the initial research hypothesis and indicates that the observed results are unlikely to have occurred by chance.The supported hypothesis strengthens the validity and credibility of the research findings and provides empirical support for the proposed relationship or effect between variables.

Table 1 .
Number of Passenger in Semarang AreaWhile there may be fluctuations in train passenger numbers in Semarang, the overall trend in Table1has been one of steady increase.The city of Semarang has experienced significant growth and development, leading to an increased demand for efficient and sustainable transportation options.In recent years, the train has emerged as a mode of transport for residents and visitors alike.Various factors contribute to the rising trend of train passengers in Semarang.Firstly, the train offers a reliable and convenient means of commuting, particularly for those traveling between Semarang and surrounding areas.With well-connected routes and regular schedules, trains provide a viable alternative to congested roads and unpredictable travel times. popular

Table 4 .
Results of Direct, Indirect and Total Influence