Analysis Of E-Service Quality, Facilities, And Prices on Customer Satisfaction PT. KCI Bandung

Abstract

The presence of PT. Indonesian Commuter Train (PT KCI) in the Commuter Railway transportation service 
industry to become the operator of KRL facilities for the mainstay mode of transportation for urban 
communities for safe, comfortable, and jam-free mobility. However, based on the survey results, it was 
found that the users of PT. Indonesian Commuter Train (PT KCI) are still not satisfied. Therefore, this research 
was conducted with the aim of analyzing the factors of the variable e-service quality, facilities, and prices 
that affect customer satisfaction at PT. Indonesian Commuter Train (PT KCI). The method used in this 
research is quantitative research with survey research methods. Collecting data by distributing 
questionnaires to 175 service users of PT. Indonesian Commuter Train (PT KCI). The data collected wil be 
Keywords 
Kirana Syahnan Zaphira4 
Widyatama University Bandung – Indonesia 
Rissa Damayanti6 
Widyatama University Bandung – Indonesia 
analyzed using the exploratory factor analysis method assisted by the SPSS version 20 program. The results 
of the data processing show that the dominant factor affecting customer satisfaction is service users of 
PT. Kereta Commuter Indonesia (PT KCI) from the variables of e-Service Quality, Facilities, and Prices are 
factors of equipment/furniture, messages conveyed graphically, and payment methods. This factor is 
from the Facility and Price variables.