Analysis of the Influence of Service Quality and Price Perception on Customer Satisfaction of TransJakarta (Case Study: TransJakarta Corridor IX Pinang Ranti – Pluit)

Abstract

This study aims to analyze the influence of service quality and price perception on customer satisfaction among users of TransJakarta Corridor IX (Pinang Ranti–Pluit). The research uses a quantitative approach with data collected through questionnaires distributed to passengers. Multiple linear regression analysis was applied to examine the partial and simultaneous effects of the independent variables. The results show that service quality has a significant positive effect on customer satisfaction, while price perception does not have a significant individual effect. However, both variables simultaneously have a significant influence on customer satisfaction. The adjusted R² value of 0.247 indicates that 24.7% of customer satisfaction can be explained by service quality and price perception. The findings suggest that TransJakarta management should prioritize improvements in service quality, especially in terms of punctuality, comfort, and staff responsiveness, while maintaining affordable fare structures to support public accessibility.