Analysis of Perceptions of Fares, Service Quality, and Customer Facilities on LRT Customer Satisfaction: A Case Study of the Dukuh Atas Jatimulya Route in 2024

Abstract

Jabodebek LRT (Light Rail Transit) is one of the popular modes of rail transportation
in the capital region. Jabodebek LRT comes as a solution to overcome congestion and pollution in the capital city. This mode of transportation has several advantages, one of which is having a special lane that is not obstructed by other traffic and is able to carry twice as many passengers as integrated buses. The method used in this research is quantitative method. A quantitative research method was employed to collect structured data through measurement instruments such as questionnaires and systematic observations. The collected data was then analyzed using statistical methods to generate numerical data and generalizations, providing insights into the influence of Perception of Fare, service quality, and customer facilities on customer satisfaction of the LRT route Dukuh Atas - Jatimulya. The results show that perceived fare, service quality, and customer facilities have a significant positive effect on customer satisfaction for the Dukuh Atas - Jatimulya LRT route in 2024. Therefore, the Jabodebek LRT needs to continuously improve its service quality, facilities, and maintain affordable fares to enhance customer satisfaction and position the Jabodebek LRT as the primary choice for people to commute and explore the Jabodebek area