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All Journal Outline Journal of Management and Accounting Innovative: Journal Of Social Science Research
Pane, Idrus Hamonangan
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Humanities Computer Science & IT Economics, Econometrics & Finance Law, Crime, Criminology & Criminal Justice Public Health Social Sciences Other

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The Impact of E-ticketing Implementation and Service Quality on Kai-Access Application User Satisfaction Riris Amigo Simatupang; Gaby P.F Tampubolon; Pane, Idrus Hamonangan; Rinaldi, Muammar
Outline Journal of Management and Accounting Vol. 4 No. 2 (2025): Agustus - Desember
Publisher : Outline Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61730/670ky064

Abstract

The increase in digitalization within the transportation sector has driven PT Kereta Api Indonesia (PT KAI) to implement an e-ticketing system through the KAI Access application. However, there are still challenges related to service quality that may affect user satisfaction. This study aims to analyze the impact of e-ticketing implementation and service quality on user satisfaction with the KAI Access application. The research focuses on identifying factors that contribute to user experience and customer satisfaction. The study employs a quantitative approach using multiple linear regression analysis. Data were collected through questionnaires distributed to KAI Access users and analyzed using statistical software. The main variables examined include information quality, system quality, service quality, and customer satisfaction. More specifically, this research adopts a mixed-methods design with a sequential explanatory strategy. The initial quantitative phase involved 30 KAI Access users selected through purposive sampling. Multiple linear regression analysis was used to test the hypotheses regarding the influence of E-Ticketing (X1) and Service Quality (X2) on Customer Satisfaction (Y). The T-test results show that E-Ticketing (t = 2.565; p = 0.016) and Service Quality (t = 2.226; p = 0.035) each have a significant partial effect on Customer Satisfaction. Simultaneously (F-test), both variables also have a significant effect (F = 31.697; p = 0.001) with a contribution of 70.1% (Adjusted R Square). In the second phase, the qualitative analysis deepens these findings through in-depth interviews. Thematic analysis reveals that although users appreciate the ease of use, there are still notable complaints regarding system speed during peak hours and the need for additional features such as delay tracking. This study concludes that e-ticketing and service quality are strong predictors of customer satisfaction and recommends improving system performance to optimize the user experience.
Pengaruh Kualitas Produk Dan Promosi Berbasis Kearifan Lokal Terhadap Keputusan Pembelian Pada Sambal Teri Bajak Medan Hidayat, Agus Rahmad; Safitri, Putri Najwa; Sihotang, Irene Checilia; Wati, Hera; Hasibuan, Laras Fitri Aini; Siregar, Bio Hasian; Pane, Idrus Hamonangan; Putra, Irwansyah; Rachman, Fazli
Innovative: Journal Of Social Science Research Vol. 4 No. 4 (2024): Innovative: Journal Of Social Science Research
Publisher : Universitas Pahlawan Tuanku Tambusai

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31004/innovative.v4i4.10971

Abstract

Sambal Teri Bajak Medan merupakan oleh-oleh khas Medan yang menggunakan bahan baku ikan teri Medan. Tujuan penelitian ini adalah untuk mengetahui bagaimana kualitas produk dan kampanye berbasis kearifan lokal memengaruhi keputusan konsumen untuk membeli cabai Teri Bajak Medan. Penelitian ini menggunakan metode kuantitatif, dengan pengumpulan data melalui survei. Hasil penelitian menunjukkan bahwa kearifan lokal dan kualitas produk memiliki pengaruh yang signifikan pada pilihan konsumen saat melakukan pembelian. Ketika datang ke Saus Sambal Teri Bajak Medan, jelas bahwa semakin banyak promosi berbasis kearifan lokal dan kualitas produk, semakin banyak konsumen yang memilih untuk membeli produk tersebut. Penemuan ini memberikan implikasi penting bagi UMKM untuk meningkatkan kualitas produk mereka dan menggunakan kampanye berbasis kearifan lokal untuk membuat konsumen lebih tertarik untuk membeli produk mereka.
Co-Authors Gaby P.F Tampubolon Hasibuan, Laras Fitri Aini Hidayat, Agus Rahmad Muammar Rinaldi Putra, Irwansyah Rachman, Fazli Riris Amigo Simatupang Safitri, Putri Najwa Sihotang, Irene Checilia Siregar, Bio Hasian Wati, Hera