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Agus Taufik Mulyono
Jurusan Teknik Sipil Dan Lingkungan Fakultas Teknik Universitas Gadjah Mada
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Journal : Civil Engineering Journal

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A Model to Estimate the Level of Passenger Satisfaction With the High-Speed Train Prayudi; Mulyono, Agus Taufik; Najid; Sari, Endah Murtiana
Civil Engineering Journal Vol. 11 No. 9 (2025): September
Publisher : Salehan Institute of Higher Education

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.28991/CEJ-2025-011-09-010

Abstract

Passenger satisfaction must be measured by operators providing high-speed train services, as it is directly related to passenger loyalty, which in turn ensures the business's sustainability. This study aims to measure passenger satisfaction with the Jakarta-Bandung high-speed train by developing a model that considers various factors significant in influencing user satisfaction. The quantitative method was developed by distributing questionnaires to 300 respondents, and the results were analyzed using SEM. The results of this study prove the existence of a model built from 5 (five) dimensions: the availability of information, accessibility, train comfort, emergency actions, and responses to complaints. The results of this study are expected to provide recommendations to the operator of the Jakarta-Bandung High Speed Train to evaluate the factors of 5 (five) dimensions that are considered important in forming a user satisfaction model for the service using a performance analysis matrix (IPA Diagram). According to the results of the IPA diagram, it is evident that the most urgent task for the operator is to consolidate with third parties related to the availability of modes to serve passengers who will continue their journey to Bandung, particularly for work and tourism purposes.
Co-Authors ., Muballigh A.A. Ketut Agung Cahyawan W Abd. Rasyid Syamsuri Achmad Wicaksono Adita Dwi Sampurno Anak Agung Istri Sri Wiadnyani Andriyani Indah Sartika, Andriyani Indah Anggoro Ary Sutio, Anggoro Ary Ardiansyah, Ahmad Farid Arief Setiawan Bambang Riyanto Bayu Tirta Leksana Purnomo Berlian Kushari Budilukito, Andri Cahyono, Muhammad Wardan B. Chang, Iljoon Danang Parikesit Dian Rusmanawati Dian Rusmanawati Dwi Ardianta Kurniawan, Dwi Ardianta Fajar Fauziah Sukamto Femy Arizona, Femy Gholiqul Amrodh Alawy Hendra Edi Gunawan Hendra Edi Gunawan, Hendra Edi Hudan, Muhammad Fahmi Imam Muthohar Iman Satyarno Juang Akbardin Kurniawan, Aziz Latif Budi Suparma Latif Budi Suparma Latif Budi Suparman Muhammad Zudhy Irawan, Muhammad Zudhy Murtiana, Endah Najid Najid Najid, Najid Nityasari, Inastri Nur Oktaviani Widiastuti, Nur Oktaviani Nuraini Nuraini Permana, Francisca Dyah Anggraini Posilama, Dori Novi Prabowo, David Rachmat Prayudi Prayudi Prayudi Putra Abu Sandra Putra Abu Sandra Rahmadyanti, Erina Rahmat . Rai Fraja Nofvandro Rizky Ardhiarini, Rizky Samosir, David Marhutala Sari, Endah Murtiana Sarmini Sarmini Septiandri, Rohmahillah Aviskanasya Sigit Priyanto Silvanus Nohan Rudrokasworo Silvanus Nohan Rudrokasworo Sita, Tisara Situmorang, Daniel Supradian Sujanto Supradian Sujanto Supriyanto, Muhammad Susanti, Martini D.E Syaripin Tri Tjahjono Vernandest, Effri Wahid Wahyudi Wahid Wahyudi Wimpy Santosa Yusuf, Ferdinan Zebua, Konverman Berkat