The Influence of Service Quality, Punctuality, and Price Perception on Customer Satisfaction of LRT Jabodebek PT Kereta Api Indonesia

Abstract

This study aims to analyze the influence of service quality, punctuality, and price perception on consumer satisfaction with the LRT
Jabodebek service operated by PT Kereta Api Indonesia. The research employs a quantitative approach through a survey questionnaire distributed via Google Forms to consumers who use the service. Data analysis is conducted using the SEM-PLS method to evaluate the impact of each variable on consumer satisfaction. The findings indicate that service quality, punctuality, and price perception have a positive and significant effect on consumer satisfaction. Punctuality emerges as the primary factor influencing consumer satisfaction. Additionally, service quality and consumers' perception of affordable and reasonable pricing also contribute significantly to overall satisfaction with LRT Jabodebek. These findings provide strategic implications for LRT Jabodebek management in enhancing service quality to meet consumer expectations, which in turn can strengthen user loyalty, increase service popularity, and reinforce public transportation as the primary mode of choice for urban commuters.