This research analyses the influence of service quality, customer engagement,
perceived value, customer satisfaction, brand image toward PT. Kereta Api
Indonesia passenger loyalty. The survey through online questionnaire (Google
Forms) was conducted using a 5-point Likert scale. Data was collected using the
purposive sampling method from 157 respondents who have use PT. Kereta Api
Indonesia executive or luxury service for long distance transportation. A partial
least square-structural equation model (PLS-SEM) was employed using SmartPLS
version 3.2.9 to analyze the data. The findings show that customer engagement
positively affects customer loyalty, service quality positively affects perceived
value, service quality and customer satisfaction positively affect brand image,
service quality and perceived value positively affect customer satisfaction,
perceived value and brand image positively affect customer engagement and
customer engagement mediate perceived value and customer loyalty. In contrast,
service quality, perceived value, customer satisfaction, and brand image do not
affect customer loyalty. Customer satisfaction does not affect customer engagement. Perceived value, brand image, customer satisfaction does not mediate
service quality and customer loyalty. Customer satisfaction does not mediate
perceived value and customer loyalty. Customer engagement does not mediate customer satisfaction and customer loyalty. Customer engagement does not mediate
brand image and customer loyalty.