Service Quality Towards Community Satisfaction in the KRL Access Apliccation

Case Study of Jakarta-Bogor Travel Route Users

DOI

10.2991/aer.k.210121.002How to use a DOI?

Keywords

Service Quality, Satisfaction, KRL Access

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.

Copyright

© 2021, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Ratnawaty Marginingsih
AU  - Isnurrini Hidayat Susilowati
AU  - Wiwik Widiyanti
PY  - 2021
DA  - 2021/01/21
TI  - Service Quality Towards Community Satisfaction in the KRL Access Apliccation
BT  - Proceedings of the 4th International Conference on Sustainable Innovation 2020-Accounting and Management (ICoSIAMS 2020)
PB  - Atlantis Press
SP  - 4
EP  - 10
SN  - 2352-5428
UR  - https://doi.org/10.2991/aer.k.210121.002
DO  - 10.2991/aer.k.210121.002
ID  - Marginingsih2021
ER  -