Analysis of SPM Application in Safety Aspect on Commuter Train Line Bekasi - Jakarta Kota on Customer Loyalty

Muthia Milasariningsih, Rizki Yuni Astuti, Masjraul Hidayat, Aswanti Setyawati, Akbar Desnanda Putra, Nisrina Amelia Q

Abstract


KRL Commuter Line or commonly known as KRL Jabodetabek by Indonesians, is a commuter rail system for Greater Jakarta in Indonesia and in terms of Railway Commuter Line safety is the transportation that is most in demand by the society. To maintain customer loyalty, PT. Kereta Commuter Indonesia is expected to be able to implement SPM specifically in the applicable safety. Then this study aims to find out what case the Minister of Transportation Regulation of the Republic of Indonesia Number: PM. 48 of 2015 concerning Minimum Service Standards in safety aspects has been implemented by PT. Kereta Commuter Indonesia and know the factors that can affect customer loyalty, especially in Bekasi - Jakarta Kota. The research method uses primary data obtained from direct observation from PT. Kereta Commuter Indonesia and users of KRL transportation services and library research as research objects. To find out these factors, obtained by interview with PT. Kereta Commuter Indonesia and users of Commuter Railway transportation services. The results of this study found that the factor of cheap ticket prices is the main cause of customer loyalty to the Commuter Line Railway.

Keywords


commuter line, SPM, safety, customer loyalty

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DOI: https://doi.org/10.25292/atlr.v2i0.185

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Advances in Transportation and Logistics Research

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