Web quality and consumer satisfaction (empirical study on reservation page of PT Kereta Api Indonesia’s website)  

Oleh:

Wildan ; Levyda ; MEDHIATIKA, NI LUH MADE VINAYA

Jenis: Article from Proceeding
Dalam koleksi: Proceeding IConEnt 2016 (International Conference on Entrepreneurship) : How Innovation could Improve the Performance and Productivity in Entrepreneurship?, page 1-7.
Topik: quality; website; passenger; satisfaction; train
Fulltext: zp-Ni Luh Made Vinaya.pdf (358.39KB)

Isi artikel

This empirical research based on improvement in transportation mode, especially train. Train is one of transportation mode that can carry hundreds of people or passenger at one time. In Indonesia, management of train is under PT Kereta Api Indonesia or PT KAI. Progress of technology particularly on ticket reservation has drive PT KAI to change their ticketing system from traditional to online ticketing by using their official website. Aim of this research is to measure passengers satisfaction based on the web quality of PT KAI reservation page. Research used questioner that spread through google drive to gain insight from passengers. Questioners also reach passengers by thread on KasKus (train user/passengers on KasKus forum), special forum of train passengers, social media as Path, Facebook, Line and also WhatsApp application. Samples of this research are by purposive samplingwith total respondents 100 passengers. The only criteria for being respondent is a passenger that used online ticketing through PT KAI’s official website. This research was held for around two months. Simple Linier Regression is used as method of analysis. Based on calculation, likeness isY = 3,413+ 0,451X. The 0,451 value shows that website quality (webqual) is positively affect to passengers’ satisfaction. Furthermore, hypothesis test show p-value for 6.09099E-32 < 0,05. As conclusion, there is a relation between webqual to passengers’ satisfaction. With coefficients determination for 0.757, customer satisfaction’s (Y) is 75,7% affected by website quality. Overall, website quality for ticket reservation based on passengers’ evaluation is good. This evaluation stands for feasibility, quality for information, and interaction quality of PT KAI’s official website.

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