This study aims to assess and compare the impact of store image on customer satisfaction and loyalty between two franchise-retail stores in Jakarta, Indonesia. Side by side, they invade dwelling areas within cities: where there is an Indomaret store, there will be Alfamart, but with a lack of differentiation among them.
Indomaret and Alfamart are two franchise-local-mini markets in Indonesia. The research indicated people still not satisfied yet towards the service of Corridor 13 according to the result of CSI was only 44%, and there were unsatisfying-variables which found on The Corridor 13 Transjakarta that needs to be improved. The analytical method used in this research was the customer satisfaction index.
This research aimed to measure the customer’s satisfaction towards the service of The Corridor 13 Transjakarta. Transjakarta because of it was the only one which had a Busway Special Fly Over for 9,3 km known as a JLKB (Busway Special Flyway) connecting The Ciledug Raya and Tendean street. The main focus for this research was The Corridor 13.
Transjakarta was the first Bus Rapid Transit transportation system in South East and South Asia. To solve such a problem, the government initiated to build a BRT (Bus Rapid Transit) as known as Transjakarta. Traffic congestion was the main problem in major cities in Indonesia, including DKI Jakarta, Bogor, Oepok, Tangerang, and Bekasi.
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