Jurnal Teknik Industri Terintegrasi (JUTIN)
Vol. 8 No. 3 (2025): July

Review Aplikasi Access dengan Pendekatan Webqual 4.0 untuk Meningkatkan Kepuasan Pelanggan

Puspitasari, Mariana Diah (Unknown)
Iswanto, Ary Putra (Unknown)
Astuti, Septiana Widi (Unknown)
Wicaksono, Adi (Unknown)

Article Info

Publish Date
04 Jul 2025

Abstract

PT Kereta Api Indonesia (Persero) launched "Access by KAI," an updated version of their "KAI Access" train ticket booking app. This study assessed user satisfaction with the Access app using Webqual 4.0 dimensions: usability, information quality, and service interaction. Researchers surveyed 400 users, analyzing their responses descriptively. The findings indicate a very satisfied user base across all Webqual 4.0 dimensions. Information quality received the highest average score, followed by usability, and then service interaction. Overall customer satisfaction with the Access app was also very high, surpassing the scores of individual dimensions.

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Journal Info
Jurnal Teknik Industri Terintegrasi (JUTIN)
Website

Abbrev

jutin

Publisher

Universitas Pahlawan Tuanku Tambusai

Subject

Decision Sciences, Operations Research & Management Energy Engineering Industrial & Manufacturing Engineering Mechanical Engineering

Description

Jurnal Teknik Industri Terintegrasi merupakan jurnal yang dikelola oleh Program Studi Teknik Industri Fakultas Sains dan Teknologi Universitas Pahlawan Tuanku Tambusai yang menjebatani para peneliti untuk mempublikasikan hasil penelitian di bidang ilmu teknik dan teknik industri mencakup proses ...