Minimum Service Standard Evaluation In Penataran Train Journey On Passenger Satisfaction Level

International Journal of Economics and Management Studies

© 2020 by SSRG - IJEMS Journal

Volume 7 Issue 10

Year of Publication : 2020

Authors : Nanda Ahda Imron, Dyon Pangestu Aji

10.14445/23939125/IJEMS-V7I10P102

How to Cite?

Nanda Ahda Imron, Dyon Pangestu Aji, "Minimum Service Standard Evaluation In Penataran Train Journey On Passenger Satisfaction Level," SSRG International Journal of Economics and Management Studies, vol. 7,  no. 10, pp. 9-12, 2020. Crossref, https://doi.org/10.14445/23939125/IJEMS-V7I10P102

Abstract:

Economy class trains are still an option for people who travel between cities. However, sometimes such problems are obstructing as schedule delays and complaints against passenger capacity so that the public trust to use the facility is reduced. The purpose of this study was to determine the difference between the value of expectations and passenger reality in the form of servqual values, passenger satisfaction levels after using the train, and SPM conditions based on the research dimensions. The data were collected using questionnaires to 400 respondents. The data were analyzed using the servqual method. The conclusion is that the servqual value is obtained in each dimension, namely, measurable evidence-0.62, reliability -0.54, responsiveness -0.54, assurance -0.60, and -0.49 empathy. The average actual servqual score is 83.87% of the passenger expectation value before boarding the train. The lowest SPM condition that needs to be improved is the reliability dimension with an actual servqual score of 82.45%.

Keywords:

Servqual, Local Economy Class Train, Minimum Service Standard, Facility

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