Factors Determining MRT Users’ Satisfaction During Covid-19 Pandemic

DOI

10.2991/aebmr.k.220501.054How to use a DOI?

Keywords

Cleanliness & Safety; Overall Satisfaction; Service and Information; Travel Convenience

Abstract

This research aimed to acquire an empirical evidence about variables that affect the overall satisfaction of MRT users during Covid-19 pandemic in Indonesia. The Overall Satisfaction variable was measured by using the dimensions of Cleanliness and Safety, Services and Information, with Travel Convenience as a mediating variable in the relationship between Cleanliness & Safety and Overall Satisfaction. This quantitative research used the data gathered from questionnaire distribution through Google Form. The number of samples is 349, that had been selected from a total of 445 respondents. Data manipulation and testing used the SmartPLS version 3. The results showed that Cleanliness & Safety, Travel Convenience, Service and Information positively affect Overall Satisfaction. Furthermore, Travel Convenience played a role as a mediator in the relationship between Cleanliness & Safety and Overall Satisfaction.

Copyright

© 2022 The Authors. Published by Atlantis Press International B.V.

Open Access

This is an open access article distributed under the CC BY-NC 4.0 license.

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TY  - CONF
AU  - Miharni Tjokrosaputro
PY  - 2022
DA  - 2022/05/11
TI  - Factors Determining MRT Users’ Satisfaction During Covid-19 Pandemic
BT  - Proceedings of the tenth International Conference on Entrepreneurship and Business Management 2021 (ICEBM 2021)
PB  - Atlantis Press
SP  - 356
EP  - 363
SN  - 2352-5428
UR  - https://doi.org/10.2991/aebmr.k.220501.054
DO  - 10.2991/aebmr.k.220501.054
ID  - Tjokrosaputro2022
ER  -