Analysis Facilities, Customer Value on Passenger Satisfaction of Jakarta's Mass Rapid Transit (MRT) Train using the PLS Model

Proceedings of the 2nd Borobudur International Symposium on Humanities and Social Sciences, BIS-HSS 2020, 18 November 2020, Magelang, Central Java, Indonesia Pub Date : 1900-01-01 DOI:10.4108/eai.18-11-2020.2311793

Salis Rabindra Ishaya, E. Wibowo, Yoeliastuti Yoeliastuti

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Abstract

. On April 1, 2019, the Jakarta Mass Rapid Transit (MRT) Train has officially operated. Several problems have been complained by passengers, namely regarding the perception of ease of transactions and customer value, where these things are very important to meet customer satisfaction. This research uses PLS 3.0 software by analyzing the validity & reliability test, as well as the t test. The results of the analysis were obtained to test the validity and reliability of all of the values that were valid & reliable. Meanwhile, the t test shows that the variable customer value has a positive effect on passenger satisfaction. Likewise, the facilities variable has a positive effect on passenger satisfaction. Even though the results have been good, it is recommended that the MRT Jakarta Train Management can provide even better passenger satisfaction, such as providing facilities for persons with disabilities and need to add seats to wait and also integration packages with other transportation modes.

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