In an era of strict transport industry competition, many public transport operators offers many facilities and ease of travel. This brings the consumer has many choices in determining the public trasnportation used PT Kereta Api Indonesia (Persero) is one of the operators of public transportion perform many general improvements of the quality of service and provide a memorable experience to consumers with the aim of satisfying consumers so that ultimately consumers choose PT. KAI as a leading choice in travel. This research aims to know the influence of Experiential Marketing and Service Quality against Customer Loyalty through the Customer Satisfaction at PT. Kereta Api Indonesia (Persero) in Surabaya. This research uses a quantitative approach was conducted to find out the causal relationships. The population in this study was consumers PT. KAI and the sample of this research is the consumer who uses the train destination Surabaya to Yogyakarta. The sample in this research as much as 160 respondents taken through purposive sampling technique. The results of this research indicate that any significant proposed hypothesis. So Experiential Marketing and Service Quality against Customer Loyalty through the Customer Satisfaction at PT. Kereta Api Indonesia (Persero) in Surabaya has a significant effect.
Experiential Marketing, Service Quality, Customer Loyalty, Customer Satisfaction
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