Tata Kelola Keandalan Sistem Terhadap Kepuasan Pengguna Aplikasi KAI Access

Abstract

The rapid development of information technology has encouraged companies to improve service quality through digital transformation. PT Kereta Api Indonesia (Persero) introduced the KAI Access application as a digital platform that enables users to make ticket reservations, access travel information, and obtain various railway services efficiently. However, users still encounter several issues, such as system disruptions, slow response times, and difficulties in operating certain features, which may affect their satisfaction. This study aims to determine the effect of system reliability governance on user satisfaction with the KAI Access application. A quantitative approach was employed using a survey method involving 100 respondents. Data were analyzed using multiple linear regression with the assistance of SPSS software. The results indicate that system reliability governance and ease of use have a positive and significant effect on user satisfaction. The coefficient of determination shows that 73.9% of the variation in user satisfaction can be explained by the variables examined, while the remaining 26.1% is influenced by other factors outside the research model. Therefore, improving system reliability and ease of use is essential to increasing user satisfaction with the KAI Access application.