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All Journal IJIEEB : International Journal of Integrated Education, Engineering and Business
Mukhlisoh Mukhlisoh
Faculty of Engineering, University Mercu Buana Jakarta, Indonesia
Automotive Engineering Civil Engineering, Building, Construction & Architecture Education Engineering Social Sciences

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Analysis of Jakarta’s Mass Rapid Transit Infrastructure Services on Passenger Satisfaction Performance With The Influence of The Covid 19 Virus Sunandar Ali; Mukhlisoh Mukhlisoh; Sumiyati Sumiyati
IJESEMS : International Journal of Engineering Science Educatioon and Management System Vol 4 No 1 (2021): March 2021
Publisher : LPPM NAROTAMA UNIVERSITY, Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29138/ijieeb.v4i2.1346

Abstract

Service quality is a strategy that is very important for the development and success of business organizations. The purpose of this study is to analyze the dominant variables in MRT Jakarta infrastructure services on customer satisfaction performance and to find solutions to the dominant variables found. The hypothesis of this research is whether or not there is an effect of MRT Jakarta infrastructure services on customer satisfaction performance with the Covid 19 pandemic. The results obtained through the analysis of the Customer Satisfaction Index (CSI) were 85.38% and stated that customers were very satisfied with the MRT Jakarta services provided. In the Importance Performance Index (IPA) analysis with a Cartesian diagram, there are three dominant variables of MRT Jakarta services on customer satisfaction performance. Judging from the level of performance and importance of the quality of MRT Jakarta services, on average, it is good, so that the MRT Jakarta management must prioritize several variables to be improved and maintain those variables that are considered to be in accordance with customer expectations.
Co-Authors Sumiyati Sumiyati Sunandar Ali