The influence of service quality, ticket pricing, brand image, and customer value on the satisfaction of commuter line jabodetabek's customers  

Oleh:

Segoro, Waseso ; Indradi, Tiyo

Jenis: Article from Proceeding
Dalam koleksi: Proceeding IConEnt 2016 (International Conference on Entrepreneurship) : How Innovation could Improve the Performance and Productivity in Entrepreneurship?, page 1-5.
Topik: service quality; ticket price; brand image; customer value; customers' satisfaction
Fulltext: Waseso Segoro, Tiyo Indradi.pdf (276.76KB)

Isi artikel

PT. KAI Commuter Jabodetabek is one of the rapidly-developing transportation companies in Indonesia. Through its product called Commuter Line Jabodetabek, the company constantly gains yearly increases to its amount of passengers. However, some problems are still present in the product's management, specifically in the sectors of service quality, ticket pricing, brand image, and customer value. These problems cause disturbances to the company's signal coverage resulting in delays to the Commuter Line's departure, accumulation of passengers in mornings and evenings, malfunctioning air conditioners, inclining fluctuation in ticket pricing, and unfriendly commuter operators. The purpose of this research is to determine the influence of service quality, ticket pricing, brand image, and customer value on the satisfaction of Commuter Line Jabodetabek's customers. The sample of this research is 100 respondents gathered by the purposive sampling technique. Multiple regression analysis and significance test were conducted to prove the hypotheses using SPSS 19. It was concluded from the results that partially, service quality, brand image, and customer value brought a positive influence on customers' satisfaction while ticket pricing brought a negative one.

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