THE INFLUENCE OF FACILITIES AND SERVICE QUALITY ON USER SATISFACTION OF COMPUTER LINE TRANSPORTATION SERVICES DEPARTEMENT OF CIKARANG –KAMPUNG BANDAN

Agus Jamaludin; Sri Sri Yuningsih; Tri Anita; Rudy Susanto

doi:10.30998/jabe.v11i3.25833

THE INFLUENCE OF FACILITIES AND SERVICE QUALITY ON USER SATISFACTION OF COMPUTER LINE TRANSPORTATION SERVICES DEPARTEMENT OF CIKARANG –KAMPUNG BANDAN

Agus Jamaludin^(1*), Sri Sri Yuningsih⁽²⁾, Tri Anita⁽³⁾, Rudy Susanto⁽⁴⁾

(1) Universitas Indraprasta PGRI
(2) Indraprasta PGRI University
(3) Indraprasta PGRI University
(4) Indraprasta PGRI University
(*) Corresponding Author

Abstract

This study evaluates the impact of facilities and service quality on user satisfaction with the Jabodetabek Commuter Line Train on the Cikarang-Kampung Bandan route. A quantitative approach was used, with 98 respondents selected through accidental sampling. Data analysis involved multiple linear regression, resulting in the equation: Y = 8,458 + 0,134X₁ + 0,716 X₂. The key findings are as follows: The t_value for facilities (t_count = 11,807) is significantly higher than the critical t_value (t_table = 1,985), leading to the rejection of the null hypothesis (Ho) and acceptance of the alternative hypothesis (Ha). This indicates that facilities positively affect consumer satisfaction with the Jabodetabek Commuter Line Train. The t_value for service quality (t_count = 14,752) also exceeds the critical t_value (t_table = 1,985), resulting in the rejection of Ho and acceptance of Ha. This demonstrates a significant effect of service quality on consumer satisfaction. The F_value (F_count = 109,856) is greater than the critical F_value (F_table = 3,09), confirming the rejection of the null hypothesis. This shows that both facility and service quality significantly impact consumer satisfaction with rail transportation services on this route

Keywords

Facilities, Satisfaction, Service Quality, Transportation Services

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DOI: http://dx.doi.org/10.30998/jabe.v11i3.25833

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