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All Journal Geoplanning : Journal of Geomatics and Planning Jurnal Ketahanan Nasional Journal of Environmental Engineering and Sustainable Technology Indonesian Green Technology Journal Jurnal Pembangunan dan Alam Lestari Jurnal Tata Kota dan Daerah Rekayasa Sipil Local Wisdom : Jurnal Ilmiah Kajian Kearifan Lokal Jurnal Penelitian Pendidikan IPA (JPPIPA) Civil and Environmental Science Journal (CIVENSE) Journal of Indonesian Tourism, Hospitality and Recreation Region : Jurnal Pembangunan Wilayah dan Perencanaan Partisipatif GEOGRAPHY : Jurnal Kajian, Penelitian dan Pengembangan Pendidikan
Agus Dwi Wicaksono
Departemen Perencanaan Wilayah Dan Kota, Fakultas Teknik, Universitas Brawijaya
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Structural Equation Modeling of Service Quality’s Effect on Passenger Satisfaction at New Malang Railway Station Kawer, Angela Meike; Wicaksono, Achmad; Wicaksono, Agus Dwi
Rekayasa Sipil Vol. 20 No. 1 (2026): Rekayasa Sipil Vol. 20 No. 1
Publisher : Department of Civil Engineering, Faculty of Engineering, Universitas Brawijaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21776/ub.rekayasasipil.2026.020.01.1

Abstract

The increasing number of train passengers in Indonesia requires transportation service providers to continue to improve the quality of their services. This study aims to determine the effect of service quality on train passenger satisfaction at Malang City New Station using the Structural Equation Modeling (SEM) method. Service quality is measured through six primary dimensions: safety, security, reliability, comfort, convenience, and equality. Data is collected through questionnaires distributed to train passengers and analyzed using SEM software. The results indicate that all dimensions of service quality have a significant impact on passenger satisfaction, with the comfort variable exerting the most dominant influence on service quality. The results of testing the hypothesis regarding the Service Quality variable and service user satisfaction at the new Malang City Station yielded a path coefficient of 0.709. The positive direction of the relationship indicates that increased service quality will lead to higher service user satisfaction at the new Malang City Station, with a t-value of 16.387. Since the t value is greater than the t table (1.960) or p (0.000) ? 0.05, then it can be concluded that service quality has a direct and significant influence on service user satisfaction at New Malang Railway Station.
Co-Authors Abdul Wahid Hasyim Achmad Wicaksono Adipandang Yudono Alighan, Ahmad Ricky Aris Subagiyo Baucokro, Ahmad Haddad Christia Meidiana Delisa, Ahmad Delisa Dian Dinanti Dyaning Wahyu Primasari Eko Dein Kirman Endarwati, Maria Cristina Enock Siankwilimba Eti Kurniati, Eti Faiz, Syauqi Asyraf Gunawan Prayitno Gunawan Prayitno Gunawan Prayitno Hariyanto, Annisa Dira Hedyan Irawati Herlambang, Moch. Faisal Hidayat, Ar Rohman Taufiq Hidayati, Nurin Nikmah Hiep, Nguyen Trong I Nyoman Suluh Wijaya Jenny Ernawati Johan Wahyudi Johannes Parlindungan Siregar Kawer, Angela Meike Ludfi Djakfar M. Zainul Arifin Miftahulkhair, Muh Nila Eka Saputri Putra, Syah Gemma Rahmawati Rahmawati Rendra Graha, Dimas Tri Safa’at, Rachmad Septiana Hariyani Sulasmi, Atik Utami, Desak Putu Martha Waloejo, Budi Sugiarto Wawargita Permata Wijayanti Yusniar, Lely Yuyun Qomariyah