The Impact of Service and Information, Cleanliness and Safety, Transit Fare, and Facilities on Customer Satisfaction: A Case Study of LRT Jabodebek (Dukuh Atas - Jatimulya Route)
##plugins.themes.EpsilonTheme.article.main##
Juliandro Akhmad Wibawa*
Hendra Achmadi
As urban rail systems such as LRT Jabodebek expand to address the mobility demands of the Jabodebek metropolitan region, understanding the factors that shape passenger satisfaction has become essential for sustaining ridership and service quality. This study evaluates the key determinants influencing passenger satisfaction on the LRT Jabodebek operating along the Dukuh Atas - Jatimulya route. Integrating constructs from service quality and servicescape literature, this research examines how Service and Information, Cleanliness and Safety, Transit Fare, and Facility structurally affect Customer Satisfaction. A quantitative methodology was employed, utilising questionnaire data from 154 LRT Jabodebek passengers selected via convenience sampling, with PLS-SEM through SmartPLS 3.0 as the analytical tool. Statistical findings reveal that all four predictors have positive and significant impacts on satisfaction. Facility yields the largest effect (β = 0.324), with Transit Fare (β = 0.241), Cleanliness and Safety (β = 0.176), and Service and Information (β = 0.175) following in descending order. Together, these predictors account for 64.9% of the variance in Customer Satisfaction (R² = 0.649). Importance-Performance Map Analysis (IPMA) further identifies Cleanliness and Safety as the top operational priority, given its high importance but comparatively low performance. These findings offer practical insights for transit operators and policymakers to enhance urban public transportation service delivery.
Abbas, M. (2023). Relationship between service quality and customer satisfaction. Advances in Business & Industrial Marketing Research, 1(2), 68–75. https://doi.org/10.60079/abim.v1i2.87
Ali, F., Kim, W. G., Li, J., & Jeon, H. M. (2021). Make it delightful: Customers’ experience, satisfaction and loyalty in hospitality and tourism. Journal of Destination Marketing & Management, 17, 100458.
Anderson, E. W., Fornell, C., & Lehmann, D. R. (1994). Customer Satisfaction, Market Share, and Profitability: Findings from Sweden. Journal of Marketing, 58(3), 53–66. https://doi.org/10.1177/002224299405800304
Bitner, M. J. (1992). Servicescapes: The Impact of Physical Surroundings on Customers and Employees. Journal of Marketing, 56(2), 57–71. https://doi.org/10.1177/002224299205600205
Bougie, R., & Sekaran, U. (2019). Research methods for business: A skill building approach. John Wiley & Sons.
Caggiani, L., Colovic, A., Prencipe, L. P., & Ottomanelli, M. (2021). A green logistics solution for last-mile deliveries considering e-vans and e-cargo bikes. Transportation Research Procedia, 52, 75–82. https://doi.org/10.1016/j.trpro.2021.01.010
Christiani, A., & Kayrra, A. (2024). Pengaruh Aksesibilitas, Konektivitas, Kualitas Pelayanan, dan Kepuasan Penumpang terhadap Loyalitas Penumpang Mass Rapid Transit (MRT) Jakarta: The Influence of Accessibility, Connectivity, Service Quality, and Customer Satisfaction Towards Passenger Loya. Jurnal Rekayasa Sistem Industri, 13(2), 17–28. https://doi.org/10.26593/jrsi.v13i2.6501.17-28
de Oña, J., & de Oña, R. (2015). Quality of Service in Public Transport Based on Customer Satisfaction Surveys: A Review and Assessment of Methodological Approaches. Transportation Science, 49(3), 605–622. https://doi.org/10.1287/trsc.2014.0544
De Oña, J., Estévez, E., & de Oña, R. (2020). Perception of public transport quality of service among regular private vehicle users in Madrid, Spain. Transportation Research Record, 2674(2), 213–224. https://doi.org/10.1177/0361198120907095
De Vos, J. (2020). The effect of COVID-19 and subsequent social distancing on travel behavior. Transportation Research Interdisciplinary Perspectives, 5, 100121. https://doi.org/10.1016/j.trip.2020.100121
Fauzi, A., Maryadi, F., Afrillia, P., Armanda, F., Sulistyowati, W., Az Zahra, M., & Soza, D. (2023). Pengaruh Permintaan Harga, Promosi, Dan Kualitas Layanan Terhadap Kepuasan Konsumen Pada Transportasi Online. Jurnal Akuntansi Dan Manajemen Bisnis, 3(1), 63–72. https://doi.org/10.56127/jaman.v3i1.646
Firatmadi, A. (2017). Pengaruh kualitas pelayanan dan persepsi harga terhadap kepuasan pelanggan serta dampaknya terhadap loyalitas pelanggan. Journal of Business Studies, 2(2), 80–105. http://journal.uta45jakarta.ac.id/index.php/jbsuta/article/view/959
Fonseca, F., Pinto, S., & Brito, C. (2010). Service Quality and Customer Satisfaction in Public Transports. International Journal for Quality Research, 4(2), 125–130. https://repositorio-aberto.up.pt/bitstream/10216/71072/2/51338.pdf
Hair, J. F., Black, W. C., & Babin, B. J. (2010). Multivariate Data Analysis: A Global Perspective. Pearson Education.
Hair, J., Hollingsworth, C. L., Randolph, A. B., & Chong, A. Y. L. (2017). An updated and expanded assessment of PLS-SEM in information systems research. Industrial Management & Data Systems, 117(3), 442–458. https://doi.org/10.1108/IMDS-04-2016-0130
Henriquez-Jara, B., Arriagada, J., & Tirachini, A. (2025). Impact of real-time information on passenger satisfaction across varying public transport quality levels in 13 Chilean cities. Transportation Research Part A: Policy and Practice, 200, 104622. https://doi.org/10.1016/j.tra.2025.104622
Henseler, J., Ringle, C. M., & Sarstedt, M. (2015). A new criterion for assessing discriminant validity in variance-based structural equation modeling. Journal of the Academy of Marketing Science, 43(1), 115–135. https://doi.org/10.1007/s11747-014-0403-8
Insani, D. A. P., Purnomo, E. P., & Sadayi, D. P. (2023). Back to Public Transport National Movement; Light Rail Transit Accessibility in Palembang. Jurnal Manajemen Transportasi & Logistik (JMTRANSLOG), 10(1), 39–46. https://doi.org/10.54324/j.mtl.v10i1.1053
Janjevic, M., & Winkenbach, M. (2020). Characterizing urban last-mile distribution strategies in mature and emerging e-commerce markets. Transportation Research Part A: Policy and Practice, 133, 164–196. https://doi.org/10.1016/j.tra.2020.01.003
Kock, N., & Hadaya, P. (2018). Minimum sample size estimation in PLS-SEM: The inverse square root and gamma-exponential methods. Information Systems Journal, 28(1), 227–261. https://doi.org/10.1111/isj.12131
Kotler, P., & Keller, K. L. (2016). Marketing Management. In Marketing Management. Pearson Education Limited. https://doi.org/10.4324/9780203357262
Lackman, R., & Almassawa, S. F. (2025). Loyalitas Pelanggan Yang Dipengaruhi Oleh Kualitas Pelayanan Dan Fasilitas Dengan Kepuasan Pelanggan Sebagai Variabel Intervening Pada Kereta Commuter Line (Studi pada Commuter line Rute Bogor ke Jakarta Kota). Journal of Research and Publication Innovation, 3(1), 1703–1714. https://jurnal.portalpublikasi.id/index.php/JORAPI/article/view/1506
Lai, W.-T., & Chen, C.-F. (2011). Behavioral intentions of public transit passengers—The roles of service quality, perceived value, satisfaction and involvement. Transport Policy, 18(2), 318–325. https://doi.org/10.1016/j.tranpol.2010.09.003
McTigue, C., Rye, T., & Monios, J. (2020). Identifying barriers to implementation of local transport policy–Lessons learned from case studies on bus policy implementation in Great Britain. Transport Policy, 91, 16–25. https://doi.org/10.1016/j.tranpol.2020.03.002
Memon, M. A., T., R., Cheah, J.-H., Ting, H., Chuah, F., & Cham, T. H. (2021). PLS-SEM Statistical Programs: A Review. Journal of Applied Structural Equation Modeling, 5(1), 1–14. https://doi.org/10.47263/JASEM.5(1)06
Monroe, K. B. (1990). Pricing: Making Profitable Decisions. McGraw Hill.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A Multiple-item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, 64(1), 161–166.
Purnandika, R. A., & Septiana, H. (2023). Kualitas layanan terhadap kepuasan pelanggan pada pengguna transportasi umum di jakarta. Jurnal Ilmiah Manajemen Ekonomi Dan Akuntansi (JIMEA), 1(2), 25–32. https://doi.org/10.62017/jimea.v1i2.226
Sahfitri, V., & Dayi, D. (2023). Penerapan Metode Servqual Dan Customer Satisfaction Index (CSI) Untuk Peningkatan Kepuasan Pengguna Light Rail Transit (LRT) Di Kota Palembang. Jurnal Ilmiah Matrik, 25(3), 273–281. https://doi.org/10.33557/jurnalmatrik.v25i3.2866
Sani, W. T., & Susanto, E. (2025). The Influence of Service Quality, Punctuality, and Price Perception on Customer Satisfaction of LRT Jabodebek PT Kereta Api Indonesia. Journal of Management and Energy Business, 4(2), 31–48. https://doi.org/10.54595/jmeb.v4i2.80
Saputra, J. G. (2025). Assessing the Impact of Service Quality, Price, and Perceived Value on Customer Satisfaction: A Case Study of Jabodebek LRT at Jatimulya Station. Journal of Business, Management, and Social Studies, 4(2), 97–111. https://doi.org/10.53748/jbms.v4i2.98
Sinha, S., Shivanand Swamy, H. M., & Modi, K. (2020). User Perceptions of Public Transport Service Quality. Transportation Research Procedia, 48, 3310–3323. https://doi.org/10.1016/j.trpro.2020.08.121
Tirachini, A., & Cats, O. (2020). COVID-19 and public transportation: Current assessment, prospects, and research needs. Journal of Public Transportation, 22(1), 1–21. https://doi.org/10.5038/2375-0901.22.1.1
Utama, R., & Alizar, A. (2024). Analisis Persepsi Penumpang Pada Pelayanan LRT JABODEBEK. Jurnal Ilmiah Telsinas Elektro, Sipil Dan Teknik Informasi, 7(2), 118–127. https://doi.org/10.38043/telsinas.v7i2.5401
Wakefield, K. L., & Blodgett, J. G. (1996). The effect of the servicescape on customers’ behavioral intentions in leisure service settings. Journal of Services Marketing, 10(6), 45–61. https://doi.org/10.1108/08876049610148594
Wang, Y., Zhang, Z., Zhu, M., & Wang, H. (2020). The impact of service quality and customer satisfaction on reuse intention in urban rail transit in Tianjin, China. Sage Open, 10(1), 2158244019898803. https://doi.org/10.1177/2158244019898803
