The Influence of Service Quality on Train Passenger Satisfaction at Rantau Prapat Station PT KAI Persero Divre I North Sumatra

Depi Gusti  Yulianto; Awan Awan

doi:10.47134/railway.v1i1.2340

Authors

Depi Gusti Yulianto Sekolah Tinggi Teknologi Kedirgantaraan Yogyakarta
Awan Awan Sekolah Tinggi Teknologi Kedirgantaraan Yogyakarta

DOI:

https://doi.org/10.47134/railway.v1i1.2340

Keywords:

Influence, Service Quality, Satisfaction

Abstract

In order to keep clients using this kind of transportation and to keep the business afloat, PT KAI places a high priority on their satisfaction. Employees of KAI are required to utilize five dimensions in its implementation: tangibles, assurance, responsiveness, empathy, and consistency. It is undoubtedly not ideal in its implementation at each station, as some travelers continue to be dissatisfied with the offers that are made. Examples of this include the fact that some people are still unable to board the train without a ticket and the indifference of staff members. Following basic observations by the researchers, there was a decline in staff responsiveness and overall satisfaction. The goal of this study is to determine how much the independent variable affects the dependent variable. In this quantitative analysis, primary and secondary data sources are consulted. Three techniques were employed to gather data: questionnaire completion, documentation, and observation. Using SPSS (Statistical Product and Service Solution), the instrument test, classical assumption test, hypothesis test, and simple linear regression method are the data analysis techniques employed. Once the researcher had finished using the data that had been collected. With a significance value (Sig) of 0.000, it may be inferred that the quality of the services offered significantly affects passenger happiness. Less than 0.05. The T test decision-making framework indicates that H1 is accepted and H0 is rejected, indicating that service quality has an impact on passengers' pleasure with trains. When the coefficient of determination hypothesis is evaluated using the SPSS version 26 software, a value of 0.906 can be obtained. This indicates that there is a 90.6% link between passenger satisfaction and service quality, with the remaining 9.4% coming from factors that have not been thoroughly investigated.

References

Bakti, I. G. M. Y. (2020). Railway Commuter Line Passengers’ Perceived Service Quality: Hedonic And Utilitarian Framework. Transportation Research Procedia, 48, 207–217. Https://Doi.Org/10.1016/J.Trpro.2020.08.016 DOI: https://doi.org/10.1016/j.trpro.2020.08.016

Chen, Y. L. (2022). Effect Of Service Quality And Customer Satisfaction Using SERVQUAL Model On Intention To Reuse Korea High Speed Railway: Focused On Foreign Student Users. Journal Of The Korean Society For Railway, 25(1), 1–11. Https://Doi.Org/10.7782/JKSR.2021.25.1.1 DOI: https://doi.org/10.7782/JKSR.2022.25.1.1

Diza, F., Moniharapon, S., & J Ogi, I. W. (2016). Pengaruh Kualitas Pelayanan, Kualitas Produk Dan Kepercayaan Terhadap Kepuasan Konsumen. Jurnal EMBA, 4(1), 111.

Fang, X. (2020). Using Mixed Methods To Design Service Quality Evaluation Indicator System Of Railway Container Multimodal Transport. Science Progress, 103(1). Https://Doi.Org/10.1177/0036850419890491 DOI: https://doi.org/10.1177/0036850419890491

Feigenbaum, A. V. (2023). Teori Manajemen Mutu.

Guan, F. (2020). Research On Service Quality Improvement Of Chongqing Railway Station. Proceedings - 2020 5th International Conference On Electromechanical Control Technology And Transportation, ICECTT 2020, 478–481. Https://Doi.Org/10.1109/ICECTT50890.2020.00110 DOI: https://doi.org/10.1109/ICECTT50890.2020.00110

Guskova, M. F. (2021). Study Of The Effect Of Repeated Requests For Quality Of Customer Service In Digital Radio Communication Networks Of Railway Transport. Proceedings Of The 2021 IEEE Conference Of Russian Young Researchers In Electrical And Electronic Engineering, Elconrus 2021, 2118–2123. Https://Doi.Org/10.1109/Elconrus51938.2021.9396560 DOI: https://doi.org/10.1109/ElConRus51938.2021.9396560

Harlie, M. (2016). Faktor-Faktor Yang Mempengaruhi Kepuasan Konsumen Dalam Upaya Meningkatkan Pembelian. Jurnal Aplikasi Manajemen (JAM), 14(2), 295. DOI: https://doi.org/10.18202/jam23026332.14.2.11

Irsa, M. J. (2024). Website Quality Analysis, Trust And Loyalty Of Indonesian Railway Service. WSEAS Transactions On Computer Research, 12, 143–150. DOI: https://doi.org/10.37394/232018.2024.12.14

Lavrukhin, O. (2020). Improving The Quality Of Railway Operation To Extend The Services Of Transportation Of Cargo Of Small Volume. Lecture Notes In Intelligent Transportation And Infrastructure, 35–43. Https://Doi.Org/10.1007/978-3-030-39688-6_6 DOI: https://doi.org/10.1007/978-3-030-39688-6_6

Lomi Nyoko, A. E., & Dila Samuel, A. D. (2021). Pengaruh Electronic Word Of Mouth (E-Wom) Di Media Sosial Facebook Terhadap Keputusan Pembelian. Journal Of Management (SME’s), 14(1), 67. DOI: https://doi.org/10.35508/jom.v14i1.3857

Lupiyoadi, R., & Hamdani, D. A. (2021). Manajemen Pemasaran Jasa.

Mageshwarii, G. (2020). A Study On Service Quality Gap Analysis In Indian Railways Using Pzb Service Quality Model. International Journal Of Scientific And Technology Research, 9(1), 2848–2852.

Metage, R. (2023). User Perceived Service Quality Of Indian Railway Platform Using Structural Equation Modeling And Importance-Performance Map Analysis: A Case Study Of Tiruchirappalli Railway Junction. Lecture Notes In Civil Engineering, 261, 901–914. Https://Doi.Org/10.1007/978-981-19-2273-2_59 DOI: https://doi.org/10.1007/978-981-19-2273-2_59

Nedeliaková, E. (2022). Risk Identification Methodology Regarding The Safety And Quality Of Railway Services. Production Engineering Archives, 28(1), 21–29. Https://Doi.Org/10.30657/Pea.2022.28.03 DOI: https://doi.org/10.30657/pea.2022.28.03

Nissa, H., & Awan. (2022). Pengaruh Fasilitas Kenyamanan Terhadap Kepuasan Penumpang Di Bandar Udara Internasional Supadio Pontianak. Jurnal Ground Handling Dirgantara, 4(1), 18. DOI: https://doi.org/10.56521/attendant-dirgantara.v4i1.543

Ojha, M. K. (2020). Quality Of Service Delivery At Railway Platforms: A Case Of Allahabad Junction Railway Station. Case Studies On Transport Policy, 8(3), 1087–1095. Https://Doi.Org/10.1016/J.Cstp.2020.07.012 DOI: https://doi.org/10.1016/j.cstp.2020.07.012

Shu, X. (2023). Research On Quality Analysis And Improvement Strategy Of High-Speed Railway Passenger Transport Service Based On Revised IPA Method. CICTP 2023: Innovation-Empowered Technology For Sustainable, Intelligent, Decarbonized, And Connected Transportation - Proceedings Of The 23rd COTA International Conference Of Transportation Professionals, 2858–2868. Https://Doi.Org/10.1061/9780784484869.271 DOI: https://doi.org/10.1061/9780784484869.271

Thilakshan, T. (2023). Analysis Of Passenger Perception On Quality Of Service Of Railway Transportation: Coastal Railway Line, Sri Lanka. Moratuwa Engineering Research Conference, Mercon, 420–425. Https://Doi.Org/10.1109/Mercon60487.2023.10355413 DOI: https://doi.org/10.1109/MERCon60487.2023.10355413

Vasanthi, M. G. (2023). Passenger Satisfaction With Cleanliness And Other Service Quality Dimensions And Gender As A Moderator: Evidence From Indian Railways. Cogent Business And Management, 10(1). Https://Doi.Org/10.1080/23311975.2023.2183568 DOI: https://doi.org/10.1080/23311975.2023.2183568

Victorino, T. (2023). The Efficiency Of Railway Concessions And The Regulation Of Service Quality. Journal Of Applied Research And Technology, 21(6), 921–934. Https://Doi.Org/10.22201/Icat.24486736e.2023.21.6.2014 DOI: https://doi.org/10.22201/icat.24486736e.2023.21.6.2014

Wang, J. (2021). Exploration On The Materials Quality Control Of Railway Vehicle Weld Structure Based On Service Safety Demand. Journal Of Physics: Conference Series, 2109(1). Https://Doi.Org/10.1088/1742-6596/2109/1/012014 DOI: https://doi.org/10.1088/1742-6596/2109/1/012014

Wisutwattanasak, P. (2023). Modeling Extended Service Quality For Public Transportation In The Post-Pandemic Period: Differentiating Between Urban And Rural Areas: A Case Study Of Intercity Railway, Thailand. Logistics, 7(4). Https://Doi.Org/10.3390/Logistics7040093 DOI: https://doi.org/10.3390/logistics7040093

Yu, J. (2022). Optimization Of High-Speed Railway Train Timetable Considering Origin-Destination Service Quality. 2022 2nd International Conference On Algorithms, High Performance Computing And Artificial Intelligence, AHPCAI 2022, 380–385. Https://Doi.Org/10.1109/AHPCAI57455.2022.10087607 DOI: https://doi.org/10.1109/AHPCAI57455.2022.10087607

Yulisetiarini, D. (2020). Experimental Marketing And Service Quality For Railway Customer Satisfaction. Quality - Access To Success, 21(178), 103–105.