Title:
THE EFFECT OF QUALITY OF SAFETY SERVICE ON SATISFACTION AND LOYALTY: SAFETY FIRST

Authors:
Eka Yudhyani, Titin Ruliana, Ulumiddin and Meiki Permana, Indonesia

Abstract:
Regarding satisfaction and loyalty, the quality of safety services for ferry crossing users is analyzed. The role of satisfaction mediation was also analyzed in increasing loyalty. They are using Structural Equation Modeling. The study results indicate a strong and significant positive relationship between Safety Service Quality and Satisfaction and Loyalty. Additionally, there is a significant positive link between Satisfaction and Loyalty, and there is a mediating role of partial satisfaction in the relationship between Safety Service Quality and Loyalty. The theoretical implications of the results of this study prove that Safety Service Quality increases satisfaction and loyalty. The practical implications of this study provide input to government policymakers and regulations, especially in the shipping sector, that Safety Service Quality is paramount, and safety is the first (Safety First).