The Influence of Information Availability and Service Quality on Customer Satisfaction in Commuter Line Users (Study on JABODETABEK Commuter Line Train Customers)

Abstract

This study aims to determine the effect of information availability and service quality on customer satisfaction of Commuter Line users. The findings of this study could lead to significant improvements in the quality of services provided to commuter line users, thereby enhancing their overall experience. The researchers decided to use the commuter line as the research material because it is one of the transportation methods used for commuting. Not only that, the author also sees that there are still many things that need to be improved by the company in terms of the quality of facilities and infrastructure, one of which is complaints about queues and delays in KRL, KRL AC, KRL signaling disturbances, KRL cracked rail disturbances, PT KCI C-Access application, KRL station facilities, KCI station lift facilities and other complaints. This study uses a quantitative method. In addition, researchers distributed questionnaires to find the required data; questionnaires were distributed in various ways, one of which was by distributing form links on social media and finding respondents according to the required criteria. The population in this study consisted of commuter line users, while the sample used was comprised of commuter line users in area in Jakarta, Bogor, Depok, Tangerang and Bekasi (Jabodetabek), with a sample size of 100 respondents. Data processing analysis in this study used the help of SPSS version 24. The results of the study showed that the variables in the study, namely the availability of information, had a positive and significant effect on customer satisfaction variables, service quality had a positive and significant effect on customer satisfaction variables, and finally, the availability of information and service quality together had a positive and significant effect on customer satisfaction.