Proceedings of the 2nd International Conference on Railway and Transportation 2023 (ICORT 2023)

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Analysis of Service Quality on Train Customer Loyalty of KAI Access users

Authors
Ririn Agus Triani1, *, Sri Purwanto2
1Indonesian Railways Polytechnic, Jl Tirta Raya, Madiun, East Java, Indonesia
2Universitas Multimedia Nusantara, Jl Scientia Boulevard, Tangerang, Banten, Indonesia
*Corresponding author. Email: ririn.agus@ptdisttd.ac.id
Corresponding Author
Ririn Agus Triani
Available Online 20 February 2024.
DOI
10.2991/978-94-6463-384-9_6How to use a DOI?
Keywords
Customer Loyalty; Railways; Service Quality
Abstract

Standard client service needs to be enhanced, in particular train fire as it is for push use service transportation land. The goal of the study is that because reliability, responsiveness, empathy, assurance, and tangibility (service quality) have a favorable impact on customer loyalty and influence whether or not they will make a purchase using the KAI Access application, p This is an endeavor to increase consumer loyalty. In research, there are six hypotheses. This comprises: Ha 1: The KAI Access application does, in fact, influence client loyalty and dependability. Ha 2: It does affect how receptive a company is to client loyalty when a company employs the KAI Access application. Ha 3: Customer loyalty and empathy are both influenced by the KAI Access application. Ha 4: The use of the KAI Access application does influence assurance of client loyalty. Ha 5: Yes, the KAI Access application has a tangibly positive impact on client loyalty. Ha 6: It does effect customer train fire that employs the KAI Access program in terms of dependability, responsiveness, empathy, assurance, and tangibility (service quality). This study made use of SPSS analysis. Using KAI Access to purchase tickets, a passenger train fire served as the study’s sample. According to research, varying dependability, responsiveness, empathy, assurance, and tangibility (service quality) have a substantial beneficial impact on how likely customers are to use the KAI Access application again and again.

Copyright
© 2024 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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Volume Title
Proceedings of the 2nd International Conference on Railway and Transportation 2023 (ICORT 2023)
Series
Advances in Engineering Research
Publication Date
20 February 2024
ISBN
10.2991/978-94-6463-384-9_6
ISSN
2352-5401
DOI
10.2991/978-94-6463-384-9_6How to use a DOI?
Copyright
© 2024 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Cite this article

risenwbib
TY  - CONF
AU  - Ririn Agus Triani
AU  - Sri Purwanto
PY  - 2024
DA  - 2024/02/20
TI  - Analysis of Service Quality on Train Customer Loyalty of KAI Access users
BT  - Proceedings of the 2nd International Conference on Railway and Transportation 2023 (ICORT 2023)
PB  - Atlantis Press
SP  - 52
EP  - 63
SN  - 2352-5401
UR  - https://doi.org/10.2991/978-94-6463-384-9_6
DO  - 10.2991/978-94-6463-384-9_6
ID  - Triani2024
ER  -