ANALYSIS OF THE EFFECT OF CUSTOMER SATISFACTION TO LIGHT RAIL TRANSIT (LRT) SERVICE QUALITY IN JAKARTA

Muhammad Raca Alfazri, Fathur Martin, Yuwono Dwisilo Sucipto, Sonya Sidjabat

Abstract


This research was conducted on customers who use LRT Jakarta..The study used a quantitative approach, and the application of SPSS Version 25 to analyze data. The data were collected by distributing 150 questionnaires to customers of LRT Jakarta. In this study, researchers conducted validity tests, reliability tests,simple linear regression tests, and hypothetical tests. The purpose of this study was to analyze the effect of customer satisfaction on the quality of LRT Jakarta services during the Covid-19 pandemic. The results of this study indicate that customer satisfaction has a positive and significant effect on service quality.

Keywords


COVID-19, Customer satisfaction, Service Quality

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References


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DOI: https://doi.org/10.25292/atlr.v3i0.303

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