Service Quality Towards Community Satisfaction in the KRL Access Apliccation
Case Study of Jakarta-Bogor Travel Route Users
- DOI
- 10.2991/aer.k.210121.002How to use a DOI?
- Keywords
- Service Quality, Satisfaction, KRL Access
- Abstract
The development of technology and information in the digital era has changed the lifestyle of people in various sectors, including in transportation service, which is a significant and strategic means of improving the economy. Along with the increasing need for public transportation by urban communities, trains are becoming a highly demanded alternative by the public with many advantages such as low pollution, absence of traffic jams, mass carriage nature, cheaper costs, and a relatively faster time. Therefore, this study aims to determine the level of community satisfaction through information services on Electric Rel Trains (KRL) Access applications for users of the Jakarta-Bogor Travel Route. A total of 100 respondents were examined using the convenience sampling method, and the research used a descriptive and quantitative approach. The data were processed using multiple linear regression analysis, and the results showed the levels of the KRL Access application satisfaction to the travel route users. This was performed by employing partial and simultaneous variables of reliability, responsiveness, assurance, empathy, and tangibility, all of which obtained positive and significant outcomes. Therefore, the provision of good services was shown to be fundamental to organizational success as it directly impacts the company’s reputation.
- Copyright
- © 2021, the Authors. Published by Atlantis Press.
- Open Access
- This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).
Cite this article
TY - CONF AU - Ratnawaty Marginingsih AU - Isnurrini Hidayat Susilowati AU - Wiwik Widiyanti PY - 2021 DA - 2021/01/21 TI - Service Quality Towards Community Satisfaction in the KRL Access Apliccation BT - Proceedings of the 4th International Conference on Sustainable Innovation 2020-Accounting and Management (ICoSIAMS 2020) PB - Atlantis Press SP - 4 EP - 10 SN - 2352-5428 UR - https://doi.org/10.2991/aer.k.210121.002 DO - 10.2991/aer.k.210121.002 ID - Marginingsih2021 ER -