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The Effect of Public Transportation Service Quality on Consumer Satisfaction

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Editorial team

Hasan Taswin Arief, S.Sos

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The Effect of Public Transportation Service Quality on Consumer Satisfaction

This study aims to examine the effect quality of transportation services public (P-Transqual) on customer satisfaction of Commuter Line Railroad passengers. The object of research is the quality of service which consists of personnel, comfort, physical evidence and reliability as independent variables, and customer satisfaction as the dependent variable. The population of this study were all users of the Commuter Line train, with a sample of 389 respondents. The analysis technique used is the instrument test, prerequisite test, and hypothesis testing. The results showed that there was a positive and significant influence on personnel, comfort, physical evidence and reliability of service quality on customer satisfaction of the KRL Commuter Line partially or simultaneously. In conclusion, Commuter Line train customer satisfaction is greatly influenced by the quality of public transportation services (P-Transqual). It is hoped that the Government prioritizes the comfort factor so that passengers feel safe while on the Commuter Line and that security officers should be maintained.

Keywords: personnel, comfort, physical evidence, reliability, customer satisfaction.

Authors: Henilia Yulita, Brendi Wijaya
Journal: http://jurnal.usahid.ac.id/index.php/accounting/issue/view/51

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