This research aims to know and analyze the direct and indirect impacts of service quality and ticket price policy on trust and also its impact on the passenger loyalty of Soekarno-Hatta Airport Train, Cengkareng, Indonesia. The main problems are that the service quality provided by Soekarno-Hatta Airport Train is not maximal and that the ticket price of the Soekarno-Hatta Airport Train is relatively expensive because the passengers still have to use another transportation mode to go to the station. This research uses a quantitative approach with Structural Equation Modelling, assisted by the Lisrel program with a sample of as many as 150 passengers. The results of this research prove that service quality and ticket price policy have both direct and indirect impacts on passenger loyalty through the mediation of passenger trust. The key finding is that the policymakers can take advantage of the findings of this research, especially the crucial aspects in the questionnaires on service quality and ticket price policy which are considered not optimal by the passengers of Soekarno-Hatta Airport Train. So, passenger loyalty can be enhanced through the improvement of service quality and ticket price policy supported by passenger trust.

This research aimed to study the opinion and perspectives of Commuter Line passengers in Indonesia by using 18 attributes of service quality. There still needed to be more understanding about which service attributes were less satisfying and which were more pleasing to the Commuter Line passengers in the area of Jakarta and its surroundings. This research used factor analysis and Principal Component Analysis to select among the 18 Commuter Line service quality variables with the Varimax and Ordered Logit model rotation method. The number of samples used was 384 respondents from Commuter Line passengers in Jakarta and its surroundings. The result of factor analysis stated that the 18 attributes of service quality with three factors were the main attributes of service quality being used, namely the factor of station facilities and passenger behavior, the factor of ticket and security system, and they had reasonably strong correlations. The key finding of this research was that some service quality attributes, such as the crowd or density of trains, station stair facility, station lift facility, station seat facility, and shelter, were perceived as the attributes of service that were less satisfying. This research provided valuable insights into important factors affecting the opinion and perspective of Commuter Line passengers in Jakarta and its surroundings.