Danar Muda Kusuma, Yusril Ivandi Bagaskara, Theresye Yoanyta Octora, Prima Widiyanto


Recently, the demand of transportation in Jakarta is increasing. To solve traffic jam issue, the government has provided several public transportations, one of which is the KRL commuter line. The service quality provided by KRL commuter line is an important role for customer satisfaction. The main purpose of this research is to determine the effect of service quality and customer experience on customer behaviour and customer satisfaction towards KRL commuter line. The data was taken from 100 respondents with quantitative method and data analysis using SEM-PLS technique. The result shows that service quality and customer experience have positive impact on customer behaviour and customer satisfaction. PT KAI is still improving the service quality through passenger service system so the customer of KRL commuter line feel satisfied with the service.


commuter line, service quality, customer experience, customer behaviour, customer satisfaction

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