KnE Social Sciences

ISSN: 2518-668X

The latest conference proceedings on humanities, arts and social sciences.

The Influence of Service Quality and Station Facilities on Mass Rapid Transit Jakarta Passengers' Satisfaction

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

Authors:

Abi Prasidi - prasidi393@gmail.com

Peppy Fachrial

Mutiara Fitri Sabilla

Putri Maisarah

Devi Ratnasari

Cecep Pahrudin

Abstract:

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

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