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Prasidi, A., Fachrial, P., Fitri Sabilla, M., Maisarah, P., Ratnasari, D., & Pahrudin, C. (2023). The Influence of Service Quality and Station Facilities on Mass Rapid Transit Jakarta Passengers’ Satisfaction. KnE Social Sciences, 8(9), 877–886. https://doi.org/10.18502/kss.v8i9.13400

https://doi.org/10.18502/kss.v8i9.13400

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authors

  • Abi Prasidi

    Abi Prasidi

    Institute of Transportation and Logistics Trisakti Jakarta, Indonesia
  • Peppy Fachrial

    Peppy Fachrial

    Institute of Transportation and Logistics Trisakti Jakarta, Indonesia
  • Mutiara Fitri Sabilla

    Mutiara Fitri Sabilla

    Institute of Transportation and Logistics Trisakti Jakarta, Indonesia
  • Putri Maisarah

    Putri Maisarah

    Institute of Transportation and Logistics Trisakti Jakarta, Indonesia
  • Devi Ratnasari

    Devi Ratnasari

    Institute of Transportation and Logistics Trisakti Jakarta, Indonesia
  • Cecep Pahrudin

    Cecep Pahrudin

    Institute of Transportation and Logistics Trisakti Jakarta, Indonesia

Published Date

  • May 26, 2023

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

KnE Social Sciences / International Conference on Advance & Scientific Innovation (ICASI) / Pages 877–886

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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