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All Journal JAM : Jurnal Aplikasi Manajemen eCo-Buss Jurnal Ilmiah Manajemen Kesatuan Al-Isyraq: Jurnal Bimbingan, Penyuluhan, dan Konseling Islam JOURNAL OF BUSINESS AND ECONOMICS RESEARCH (JBE) Journal La Bisecoman Indo-MathEdu Intellectuals Journal Golden Ratio of Marketing and Applied Psychology of Business CITIZEN: Jurnal Ilmiah Mulitidisiplin Indonesia eCo-Fin MES Management Journal Pengabdian Jurnal Abdimas Jurnal Penelitian Pendidikan Indonesia Maneggio Trends in Applied Sciences, Social Sciences, and Education Atestasi : Jurnal Ilmiah Akuntansi
Lestari, Setyani Dwi
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Religion Agriculture, Biological Sciences & Forestry Humanities Decision Sciences, Operations Research & Management Earth & Planetary Sciences Economics, Econometrics & Finance Education Industrial & Manufacturing Engineering Mathematics Social Sciences Other

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Journal : Jurnal Ilmiah Manajemen Kesatuan

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Analyzing the Effect of Infrastructure and Facility Quality on Customer Satisfaction Muhdaliha, Eryco; Lestari, Setyani Dwi; Maulana, Panca; Rohman, Abdul
Jurnal Ilmiah Manajemen Kesatuan Vol. 13 No. 4 (2025): JIMKES Edisi Juli 2025
Publisher : LPPM Institut Bisnis dan Informatika Kesatuan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37641/jimkes.v13i4.3471

Abstract

This study aims to determine the effect of infrastructure, facilities, and services on customer satisfaction of Integrated Mass Rapid Transit users in a region. This study uses a descriptive survey method with data collection through questionnaires that have been tested for validity and reliability. The sample of this study involved 95 Integrated Mass Rapid Transit users spread across 13 Integrated Mass Rapid Transit stations, with a purposive sampling technique based on certain criteria such as frequency of use and travel purpose. Data analysis was conducted using SPSS and Structural Equation Modeling (SEM). The results of this study indicate that infrastructure and facilities have a significant effect on customer satisfaction, while services also contribute to increasing user satisfaction. Based on these findings, it is recommended that MRT managers continue to improve the quality of infrastructure, facilities, and services in order to increase customer satisfaction and loyalty. These findings provide an important contribution to the planning and management of more effective and sustainable public transportation, especially in supporting the development of a multimodal and integrated transportation system in the region.
Co-Authors Abdul Rohman ADI SAPUTRO Alasyhari, Haris Fuad David , David David David Eryco Muhdaliha Etty Susilowati Euphrasia Susy Suhendra Faiqoh, Dina Nadiyah Fatmawati, Krisna Firdaus, Panca Maulana Firdaus, Pantja Maulana Gunarti, Indah Heru Nugroho Iswati, Heni Koen Hendrawan Kusnawan, Agus Leon, Farah Margaretha Mudjijah, Slamet Nora Andira Brabo Permana, Ilham Prasetya, Rizky Eka Qodariah Retno Fuji Oktaviani Reza, Heru Kreshna Richter, Ulf Henning Riyadi , Selamet Rizky, Hafiz Muhammad Safitra, Ravindra Saragih, Andreas Cahya Ucok Raya Persada Selamet Riyadi Slamet Riyadi Soekotjo, Sundari Yuwono, Y.