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Passenger perception of commuter line service quality in Indonesia
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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.
Kukuh Setyo Priyanto - Personal Name
Akhmad Purnama - Personal Name
Achmad Nururrochman Hidayatulloh - Personal Name
Tateki Yoga Tursilarini - Personal Name
Sunit Agus Tri Cahyono - Personal Name
Efendhi Prih Raharjo - Personal Name
Ikawati Ikawati - Personal Name
Aang Gunawan - Personal Name
Prasadja Ricardianto - Personal Name
ENDRI ENDRI - Personal Name
Akhmad Purnama - Personal Name
Achmad Nururrochman Hidayatulloh - Personal Name
Tateki Yoga Tursilarini - Personal Name
Sunit Agus Tri Cahyono - Personal Name
Efendhi Prih Raharjo - Personal Name
Ikawati Ikawati - Personal Name
Aang Gunawan - Personal Name
Prasadja Ricardianto - Personal Name
ENDRI ENDRI - Personal Name
2561-8156
NONE
electronic file
English
Growing Science
2023
Canada
Volume 7 Issue 4 pp. 1729-1738, 2023
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