Service Quality Towards Community Satisfaction in the KRL Access Apliccation

Abstract

The development of technology and information in the digital era has changed the lifestyle of people in various sectors, including in transportation service, which is a significant and strategic means of improving the economy. Along with the increasing need for public transportation by urban communities, trains are becoming a highly demanded alternative by the public with many advantages such as low pollution, absence of traffic jams, mass carriage nature, cheaper costs, and a relatively faster time. Therefore, this study aims to determine the level of community satisfaction through information services on Electric Rel Trains (KRL) Access applications for users of the Jakarta-Bogor Travel Route. A total of 100 respondents were examined using the convenience sampling method, and the research used a descriptive and quantitative approach. The data were processed using multiple linear regression analysis, and the results showed the levels of the KRL Access application satisfaction to the travel route users. This was performed by employing partial and simultaneous variables of reliability, responsiveness, assurance, empathy, and tangibility, all of which obtained positive and significant outcomes. Therefore, the provision of good services was shown to be fundamental to organizational success as it directly impacts the company's reputation.

Analysis of Public Satisfaction at the Bengkalis Regency Population and Civil Registration Office Riau Province Indonesia

“…Ghost Shopping 4. Lost Customer Analysis Research conducted by Marginingsih et al (2020) The level of community satisfaction in the service of the KRL Access train as a whole obtained positive and significant results. Where the researcher uses the reliability element refers to the company's ability to provide accurate services following consumer expectations regarding speed, timeliness, no errors, the sympathetic attitude has been done well.…”