Kukuh Setyo Priyanto Primary Author Prasadja Ricardianto Additional Author Aang Gunawan Additional Author Ikawati Ikawati Additional Author Efendhi Prih Raharjo Additional Author Sunit Agus Tri Cahyono Additional Author Tateki Yoga Tursilarini Additional Author Achmad Nururrochman Hidayatulloh Additional Author Akhmad Purnama Additional Author ENDRI ENDRI Additional Author

This research aimed to study the opinion and perspectives of Commuter Line passengers in Indonesia by using 18 attributes of service quality. There still needed to be more understanding about which service attributes were less satisfying and which were more pleasing to the Commuter Line passengers in the area of Jakarta and its surroundings. This research used factor analysis and Principal Component Analysis to select among the 18 Commuter Line service quality variables with the Varimax and Ordered Logit model rotation method. The number of samples used was 384 respondents from Commuter Line passengers in Jakarta and its surroundings. The result of factor analysis stated that the 18 attributes of service quality with three factors were the main attributes of service quality being used, namely the factor of station facilities and passenger behavior, the factor of ticket and security system, and they had reasonably strong correlations. The key finding of this research was that some service quality attributes, such as the crowd or density of trains, station stair facility, station lift facility, station seat facility, and shelter, were perceived as the attributes of service that were less satisfying. This research provided valuable insights into important factors affecting the opinion and perspective of Commuter Line passengers in Jakarta and its surroundings.