Published date: May 26 2023

Journal Title: KnE Social Sciences

Issue title: International Conference on Advance & Scientific Innovation (ICASI)

Pages: 877–886

DOI: 10.18502/kss.v8i9.13400

Abi Prasidiprasidi393@gmail.comInstitute of Transportation and Logistics Trisakti Jakarta, Indonesia

Peppy FachrialInstitute of Transportation and Logistics Trisakti Jakarta, Indonesia

Mutiara Fitri SabillaInstitute of Transportation and Logistics Trisakti Jakarta, Indonesia

Putri MaisarahInstitute of Transportation and Logistics Trisakti Jakarta, Indonesia

Devi RatnasariInstitute of Transportation and Logistics Trisakti Jakarta, Indonesia

Cecep PahrudinInstitute of Transportation and Logistics Trisakti Jakarta, Indonesia

Mass Rapid Transit (MRT) is an effective and convenient electric rail-based transportation system which has proven to have positive results since it is applied in large cities in various countries. Various facilities at MRT stations are provided to facilitate customer service. This study aimed to determine the effect of service quality and station facilities on user satisfaction when using the Jakarta MRT. The research method used was quantitative research using a questionnaire. The sample was 100 respondents from MRT user data using the Slovin Formula. The results indicated that the quality of service and station facilities has an influence of 52.7% and strongly relates to user satisfaction.

Keywords: Service Quality, Facilities, Passenger Satisfaction

[1] Febriani D, Mega Olivia C, Aniisah Sholilah S, Hidajat M. Analysis of Modal Shift to Support MRT-Based Urban Transportation in Jakarta. J Phys Conf Ser. 2020;1573(1): https://doi.org/10.1088/1742-6596/1573/1/012015.

[2] Kosanke RM. ??. 2019. p. 15–42,

[3] Azhari AR, Lubis N. Pengaruh Kualitas Pelayanan, Tarif dan Fasilitas Terhadap Kepuasan Penumpang Bus BRT Trans Semarang (Studi Kasus : Penumpang Bus BRT Trans Semarang koridor II) Pendahuluan. J. Adm. Bisnis. 2018;5(1):94–104.

[4] Wibowo A. Pengaruh Kualitas Pelayanan Transportasi Umumbus Trans Jogja Terhadap Kepuasan Konsumen. J. Ilmu Manaj. 2014;11(2):67–81.

[5] Fatoni A, Hardianti D. Pengaruh Fasilitas Dan Kualitas Pelayanan Terhadap Keputusan Menggunakan Jasa Transportasi Mrt Atau Mass Rapid Transit. Mediastima. 2020;26(1):117–34.

[6] Purba T, Manajemen PS, Batam UP. Kualitas Pelayanan Dan Fasilitas Terhadap Kepuasan Pelanggan Pada Bengkel Mazda Di Kota Batam J. EMBA J. Ris. Ekon. Manajemen, Bisnis dan Akunt. 2020;8(1): 1987–1996.

[7] Fathullah A, Ferdian A , Octora Y, Bijaksana G, and OPG. The Effect of Passengers Satisfaction to Service Quality in Batik Air. Adv. Transp. Logist. Res. 2018;996– https://doi.org/ISSN. 2662-5778.

[8] Yusrani MZ, Siahaan DL, Kania DD, Ricardianto P, Subagyo H. “The service performance of the jakarta manggarai station, indonesia. https://doi.org/ISSN. 2582- 0265.

[9] Mahardhika VD, Supriyono. Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsumen Jasa Transportasi Kereta Api Indonesia (Kai) Daerah Operasi 6 Yogyakarta. Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsum. Jasa Transp. Kereta Api Indones. (Kai) Drh. Operasi 6 Yogyakarta. 2016;3(1):1-12.

[10] Deliyani E, Prambudi B. Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pada Penumpang Mrt Jakarta. J. Ekobis Ekon. Bisnis Manaj. 2020;9(2):124–31.