The Effect of Service Quality, Punctuality, and Safety on Passenger Satisfaction of The Rajabasa Train
DOI:
https://doi.org/10.23917/dts.v19i1.15965Keywords:
service quality, punctuality, passenger satisfaction, safetyAbstract
Service quality, punctuality, and safety are important factors in determining passenger satisfaction in railway transportation. This study aims to analyze the effects of service quality, punctuality, and safety on passenger satisfaction of the Rajabasa Train. The research employed a quantitative approach, with data collected through questionnaires distributed to passengers. Data analysis was conducted using Structural Equation Modeling (SEM). The results indicate that service quality has a positive and significant effect on passenger satisfaction. Punctuality also shows a significant influence, indicating that schedule reliability is a crucial factor in railway services. In addition, safety has a positive effect on passenger satisfaction, particularly in creating a sense of security during the journey. Simultaneously, the three variables significantly contribute to passenger satisfaction. The findings of this study are expected to serve as an evaluation reference for railway service providers in improving service quality to achieve sustainable passenger satisfaction.
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