Service Improvement Priorities of The Economy-Premium Train in Indonesia

Abstract

Service quality is an important factor that affects the long-term growth and operation of a service-oriented transportation system. The excellent service quality provided by The Indonesian Railway Company (PT KAI) to its passengers is able to help the company to have sustainable growth. This is an empirical study that utilizes an online questionnaire to collect data. The determination of the sample was conducted by using judgment sampling and the target sampling was conducted by incidental sampling method. This study applied Importance-Performance Analysis (IPA) to identify service attributes that have strong influence and priority for improvement with maximum resources. Research results show that passengers, in general, felt satisfied by the service of the economy-premium train in Indonesia, particularly with the completeness of emergency equipment, security and safety during the trip, and professional train staff. Passengers are not satisfied with the service attributes of TV show content, the price of food and beverage, and the leg space for rest. However, according to the IPA result, it is found that the service priorities that should be improved by PT KAI are the availability of internet access during the trip, cellphone signal strength, noise level in trains, and the affordability of ticket prices.