Published date: May 26 2023

Journal Title: KnE Social Sciences

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

Pages: 854–868

DOI: 10.18502/kss.v8i9.13398

Sarinah Sihombingsarinah.stmt@gmail.comTrisakti Institute of Transportation and Logistics

Payaman ManikTrisakti Institute of Transportation and Logistics

Lutfia Ratu AnisyaTrisakti Institute of Transportation and Logistics

Diana NurcahayatiTrisakti Institute of Transportation and Logistics

Masjraul HidayatTrisakti Institute of Transportation and Logistics

Ika Utami YulihapsariTrisakti Institute of Transportation and Logistics

Mass Rapid Transit (MRT) is an urban rail-based rapid transit system designed to reduce traffic congestion in Jakarta. Sales tactics and price determination can be used to implement good quality service. The relationship between price and quality is positive, which means the higher the price, the higher the quality. Moreover, transaction convenience is critical for MRT Jakarta passengers’ happiness. This research assessed the quality of service, ticket prices, and ease of transaction to assess the satisfaction of MRT Jakarta passengers. The independent variables were service quality, ticket price, and ease of transaction. The dependent variable was in the perusal of customer satisfaction. The population in this research was the average number of passengers of MRT Jakarta in June 2021, which was 18.936 people per day. The sample obtained from the population was 392 respondents selected by simple random sampling. Based on the results, the service quality variables had a significant value of 0.000, the ticket prices have a significant value of 0.000, and the ease of the transaction has a significant value of 0.026. It can be concluded that each variable influenced user satisfaction.

Keywords: Mass Rapid Transit (MRT) , Service Quality , Ticket Prices, Ease of Transaction , Customer Satisfaction

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