Passenger satisfaction and decision of repurchasing on rail transportation services

Venny Arianti,Prasadja Ricardianto,Aswanti Setyawati,Yosi Pahala

doi:10.21067/mbr.v5i2.5928

Venny Arianti, Prasadja Ricardianto + Show 2 more

Open Access

https://doi.org/10.21067/mbr.v5i2.5928

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Abstract

The purpose of the study was to determine and analyze the effect of train rates, comfort and timeliness on passenger satisfaction and the impact of repurchase decision of train transportation services for the Jenggala Train on the Sidoarjo-Mojokerto route, at East Java, Indonesia. The main problem, there are complaints about unsatisfactory service, inaccuracy of departure and arrival time at the station aim. Also, the passenger capacity provided is large, but the volume transport is still minimal and there is no data on passengers who make repeat purchases. The sample are 100 Jenggala train crossing service Sidoarjo-Mojokerto passengers. Method of data analyze used path analysis. The result showed that the changes of rate amount, experience of passenger comfort, and timeliness of train travel had major impact on the decision of repurchase. As a theorithical and practical implication, the improvement of service user facilities at the station and on the train is very important needed to create comfort for users of transportation services train, because the comfort variable has a significant effect dominant in influencing purchasing decisions.

Highlights

Area of operation 8 Surabaya is one of the 9 area of operation in Java Island with the operating area in Java Province
The sample are 100 Jenggala train crossing service Sidoarjo‐Mojokerto passengers that taken by non‐probability sampling technique which is carried out using a convenience sampling technique
The result of this study empirically prove that train rates have a direct positive effect and very significant on passenger satisfaction on Jenggala Train crossing service Sidoarjo‐Mojokerto

Summary

Introduction

Area of operation 8 Surabaya is one of the 9 area of operation in Java Island with the operating area in Java Province. On November 24, 2014, Jenggala train had been inaugurated on the Sidoarjo‐Tulangan‐Tarik‐Mojokerto that connecting Mojokerto city and Sidoarjo city. With this existing, it hopes it will help to meet the need of movement on the both of regions. Based on the Railway Travel Chart determined by the Directorate General of Railways, Jenggala train is one of urban trains that serve cross service Sidoarjo to Mojokerto. Operational of Jenggala train is using KRD facilities with economy class.

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