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Jurnal Transportasi, Logistik, dan Aviasi Abnus Publisher

The Effect of Service Quality and Facilities on Commuter Line Train User Satisfaction in Indonesia

2023-07-22
Published
37-53
Pages
OPEN
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AS
Aswanti Setyawati
Trisakti Institute of Transportation and Logistics, Jakarta, Indonesia
HH
Husni Hasan
Trisakti Institute of Transportation and Logistics, Jakarta, Indonesia
Abstract

Purpose: This study aimed to examine the influence of service quality and facilities on user satisfaction with Jabodetabek commuter line trains.

Research Methodology: A quantitative descriptive-verification approach was employed using questionnaires, observations, and literature reviews. Data were analyzed using validity, reliability, path, t-test, and F-test analyses with SPSS 23.0. Purposive sampling was applied, resulting in 348 respondents, determined using the Isaac and Michael formula at a 5% margin of error and 95% confidence level.

Results: The analysis showed that service quality contributed 38.00% to user satisfaction, facilities contributed 40.30%, and combined, service quality and facilities accounted for 78.30% of Commuter Line user satisfaction.

Conclusions: To improve user satisfaction, PT. KAI management should focus on enhancing both service quality and infrastructure facilities for Commuter Line trains.

Limitations: The study is limited to the Jabodetabek Commuter Line and considers only service quality and facilities, which explain 78.3% of customer satisfaction. Other factors influencing satisfaction were not examined.

Contributions: The study provides empirical evidence of the significant effect of service quality and facilities on commuter satisfaction, offering practical guidance for PT. KAI to improve service and infrastructure and enhance user experience.

Commuter Line Customer Satisfaction Facilities Service Quality
How to Cite
Setyawati, A., & Hasan, H. (2023). The Effect of Service Quality and Facilities on Commuter Line Train User Satisfaction in Indonesia. Jurnal Transportasi, Logistik, Dan Aviasi, 3(1), 37-53. https://doi.org/10.52909/jtla.v3i1.257
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How to Cite

Setyawati, A., & Hasan, H. (2023). The Effect of Service Quality and Facilities on Commuter Line Train User Satisfaction in Indonesia. Jurnal Transportasi, Logistik, Dan Aviasi, 3(1), 37-53. https://doi.org/10.52909/jtla.v3i1.257
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Vol. 3 No. 1 (2023): July
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